Manager, Service Delivery
TTEC is seeking a seasoned Senior Manager, Service Delivery to join our Healthcare Customer Care team.
We help bring technology and human connections together to deliver amazing customer experiences every time. We need you- our next Service Delivery Manager - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!
What you'll be doing:
Work daily to improve processes and performance that enhance bottom line results. Manage to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment!
What you'll bring to us:
Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties.
Manage daytoday operations and deliverables.
Improve the key success metrics associated with goals. These include:
Customer Satisfaction Score
Service Level Goals
FCR (First Call Resolution)
RPC (Revenue Per Call)
Maintaining 80% Coaching Action Plan (CAP) utilization
Actively manage the staff, support, motivate and retain an outstanding team.
Manage the communication.
Escalate system level issues to the appropriate systems/IT support/vendor team.
Ensure compliance with TTEC's processes and tools, system changes
What skills you'll need:
6-10 years' experience in a call center operations management role
Strong understanding of TTEC's business, core values, and goals
Ability to lead and partner successfully with teams, management and client
Ability to manage multiple, complex, ongoing tasks and projects
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills
Strong attention to detail
Strong analytical, verbal and written communications skills
Technology acumen and reporting
Strong coaching skills
Call center experience
Who We Are:
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments
Consulting, Technology, Care and Growthto help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success.
The Senior Manager, Service Delivery is a key part of this team, and will impact our global operation as part of a world class team of professionals.
Do the Right Thing
Reach for Amazing
Seek First to Understand
Act as One
Live life Passionately
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Teletech Holdings, Inc.