Manager, Service Delivery at Percepta South Africa

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

65000.0

Posted On

21 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Mentoring, Coaching, Client Goals, Issue Resolution, Customer Escalation, Quality Assurance, Performance Management, Time Management, Organizational Skills, Data Interpretation, Reporting, Team Motivation

Industry

Outsourcing/Offshoring

Description

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Manager working in Charlotte, NC 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 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 Director Service Delivery We’re 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. 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 Knowledgeable, encouraging, supporting and present leadership Diverse and community minded organization Career-growth and lots of learning opportunities for aspiring minds And yes... all the competitive compensation, performance bonus opportunities, and benefits you'd expect and maybe a few that would pleasantly surprise you Compensation The Anticipated salary range for this position is $63,000 - $65,000/annual. 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 disruptive 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. 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.

Responsibilities

The manager will support and motivate their team to meet client goals, handle associate questions, issues, and customer escalations while ensuring quality customer experience on every call. Key success metrics like Customer Satisfaction Score, Service Level Goals, and Quality Goals must be improved, and associates must be coached for goal achievement.