Manager, Service Delivery at Percepta South Africa

, , -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leading, Mentoring, Coaching, Management Experience, Client Goal Achievement, Issue Resolution, Customer Escalation Handling, Quality Assurance, Positive Work Environment Creation, Team Motivation, Time Management, Organizational Skills, Data Interpretation, Reporting, Performance Management

Industry

Outsourcing/Offshoring

Description

Manager, Service Delivery Your potential has a place here with TTEC’s award-winning employment experience. As a Service Delivery Manager working remotely in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Mexico says it all! What You’ll be Doing 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, 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 Senior Manager, Service Delivery. 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: Customer Satisfaction Score Service Level Goals 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 you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com/ for more information Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, 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. We aim 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, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Responsibilities

The manager will support and motivate the team to meet client goals, handle associate questions and customer escalations, and ensure a quality customer experience on every interaction. Key success metrics like Customer Satisfaction Score and Service Level Goals must be improved through coaching and coordination of training.