Senior Manager, Service Delivery Lead

hace 2 semanas

Ciudad de México, Ciudad de México TeleTech Holdings, Inc. A tiempo completo

Job Description - Senior Manager, Service Delivery

As a Senior Manager - Service Delivery, you will be responsible for leading and mentoring a team of managers to ensure they are on track to meet goals and motivate their teams. You will work to find answers, resolve issues, provide feedback, and escalate to the next level of support while ensuring quality customer experience on every call.

Key Responsibilities:

  • Improve key success metrics associated with goals, including quality goals.
  • Mentor managers to ensure achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products, or processes of projects.
  • Bring your time management and organizational skills to help support managers on their multiple, complex, ongoing tasks and projects.

Requirements:

  • 3 years or more of call center experience or customer service industry experience.
  • Bachelor's Degree or equivalent.
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks.
  • You lead by example and collaborate with your team, management, and clients to contribute to the overall success of your client program.
  • Understanding, interpreting, and manipulating data for reporting.

About TTEC:

TTEC is a global company that helps companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. We talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

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