Senior Service Delivery Manager
Senior Service Delivery Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios for line(s) of business, and can step in for the service delivery director when necessary.
Support Service Delivery Manager and / or Service Delivery Director in managing overall goals and objectives maximizing resources for optimal metrics achievement, performance, and service level adherence.
Have responsibility for one or more lines of business, assist with budgeting, leadership, engagement, performance management, communications, and development of team(s).
Support site / client ramps, proper reporting and analysis for managing the operations along with representing and negotiating issues up and down chain of command.
Utilize systems and procedures to improve the operating quality and efficiency of the operations. Work daily to improve processes and performance that enhance bottom line results.
Work closely with business partners and clients to resolve all related issues. Improves efficiency and accuracy of business processes and implements improvements.
Senior Service Delivery Managers are responsible for communicating and affirming directives and have functional expertise in areas such as WFM, QA, Training and working knowledge of TA, HC, and Facilities.
Key Performance Objectives
1. Ensure 100% delivery of all SOW requirements and goals for TeleTech and achievement of client revenue targets. Actively implement strategies and initiatives to enable the business to achieve its objectives.
Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals.
Understands the key business objectives, timeframes, and requirements associated with each goal. Include upselling / sales conversion metrics.
Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation)
2. Manage day-to-day operations and deliverables. Deliver timely and efficient solutions to all operations related requests.
Employ effective organizational and time management skills to deliver solutions to routine and emergency requests and general needs within established timelines.
Attend operations reviews and hold team meetings to review previous performance and future improvement planning to include action plans.
attend site and client calls and meetings. (Problem solving, attention to detail, can do attitude, persuasion and influence, reporting)
3. Improve the key success metrics associated with goals. These include :
Customer, Employee, and Client Satisfaction Scores
Client Service Level Goals
Monthly Revenue and Margin Goals
RPC - (Revenue Per Call)
Senior Service Delivery Managers are held accountable for absenteeism, attrition, in chair occupancy, reliability, schedule adherence, retention, and profitability.
They gather information, analyze data, observe the process, and lead the effort to consistently improve processes and contractual performance metrics.
This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom line impact to the process.
Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
4. Drive client message, actively manage the staff, support, motivate, and retain an outstanding team. Responsible for mentoring, training, evaluating, and developing the staff.
Previous experience working in similar environment with demonstrated ability to train team members, in person or virtually, as called for.
Tracks TTECH U completion rates. Provide support, information and assistance. Accountable for managing broader issues and to respond and manage issues as appropriate. Help the staff to set