At TTEC, weâre all about the Human Experience. Elevated. As a Service Delivery Manager onsite in Rochester, NY youâll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.Â
What Youâll be DoingÂ
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, youâll support and motivate your team to make sure theyâre on track to meet client goals. Youâll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. Youâre an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
Youâll report to the Director. Weâre looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.Â
CompensationÂ
The anticipated range is 80,000.00-90,000 annually. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
During a Typical Day, YouâllÂ
- Improve the key success metrics associated with goals.âŻThese include:Â
- Customer Satisfaction ScoreÂ
- Service Level GoalsÂ
- Quality GoalsÂ
- Coach associates 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 projectsÂ
- Bring your time management and organizational skills to manage multiple, complex, onâgoing tasks and projects while monitoring absence and attendance of your teamÂ
What You Bring to the RoleÂ
- Minimum 1 year call center or equivalent work experienceÂ
- Continuously promote a performance-driven culture and always work towards reaching for amazingÂ
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasksÂ
- Consistently mentor and inspire others Â
- Customer focused mindsetÂ
- Understanding, interpreting, and manipulating data for reportingÂ
What You Can ExpectÂ
- Knowledgeable, encouraging, supporting and present leadershipÂ
- Diverse and community minded organizationÂ
- Career-growth and lots of learning opportunities for aspiring mindsÂ
- And yes... all the competitive compensation, performance bonus opportunities, and benefits you'd expect and maybe a few that would pleasantly surprise youÂ
About TTECÂ
Our business is about making customers happy. Thatâs all we do. Since 1982, weâve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the worldâs leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.Â
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.Â