Manager, Service Delivery

Job description

Bringing smiles is what we do at TTEC for you and the customer. As a Service Delivery Manager working onsite in Mumbai, India, you ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You ll be Doing

Do you have a passion for leading, mentoring and coachingLooking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brandIn this role, you ll support and motivate your team to make sure they re on track to meet client goals. You ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You re 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.

You ll report to the Service Delivery Senior Manager. We re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You ll

Improve the key success metrics associated with goals. These include:

o Customer Satisfaction Score

o Service Level Goals

o Quality Goals

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 projects

Bring your time management and organizational skills to manage multiple, complex, on going tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

Minimum 1 year call center or equivalent work experience

Continuously promote a performance-driven culture and always work towards reaching for amazing

Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

Consistently mentor and inspire others

Customer focused mindset

Understanding, interpreting, and manipulating data for reporting

What You Can Expect

Supportive of your career and professional development

An inclusive culture and community minded organization where giving back is encouraged

A global team of curious lifelong learners guided by our company values

Ask us about our paid time off (PTO) and wellness and healthcare benefits

And yes... a great compensation package and performance bonus opportunities, benefits youd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

#LI-Onsite