Manager, Operations Service Delivery
TTEC
Montreal, Quebec, CA
2d ago

Service Delivery Manager

When everything's connected, how we connect is everything and we'd like to connect with you too! We’re looking for you to help us deliver amazing customer experiences as an Service Delivery Manager with.

You’ll help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal.

About TTEC

We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone.

Your role brings that principle to life.

Life at TTEC

As a global company, we're always on. When one of us is going to bed, a coworker half-way around the world has already had their coffee (or tea) and is ready to grab the baton and run with it.

We work at a fast pace around here and we're not one for keeping the status quo. But just because we're busy, it doesn't mean we don't know how to have fun.

We're passionate about throwing company events that bring us together to laugh and celebrate each other's achievements. We're also big on taking time out for professional development and giving back.

So, if you're looking for a work-life full of purpose, passion career potential, keep reading

What you’ll be doing :

Looking for an opportunity to improve processes and performance that enhance bottom line results? In this role, you’ll manage key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.

You’re instrumental in creating and maintaining a positive work environment.

On a typical day, you'll :

  • Create and maintain a positive work environment
  • Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties
  • Manage day to day operations and deliverables
  • Improve the key success metrics associated with goals. These include : Customer Satisfaction Score Service Level Goals Quality 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
  • Why You? What You Bring :

    Connections are everything here at TTEC. That means we connect with our customers, our teammates and most importantly with you.

    And the ability to connect yourself is what you bring to the table along with the following :

  • Ability to lead and partner successfully with teams, management and client
  • Ability to manage multiple, complex, on going 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
  • Experience with First Notification Insurance Claims Customer Service
  • Why TTEC? What We Offer :

    When you join TTEC, you become part of the family. Because we want to see you succeed and thrive, we offer benefits and perks such as the below to support your quality of life, goals, and future needs :

    Be Financially Sound

    We want you to reach your personal and professional goals and offer financial benefits such as :

  • Health and flexible spending accounts
  • Retirement plans
  • Tuition reimbursement programs
  • Financial wellness program
  • Be Developed

    We believe in investing in our people and their career development, which is why we offer a variety of courses and programs that enable you to develop new skills and gain new insights such as :

  • Mentorship programs
  • Our Women in Leadership program connects employees globally with learning, networking and mentoring opportunities
  • Professional development courses in TTEC University
  • Scholarship program and tuition reimbursement
  • Visibility in our global career pathing and internal mobility opportunities
  • Be Healthy

    We support healthy living and have the tools and resources to help you such as :

  • It’s Ok, We’re All Human wellness program
  • Wellness incentives
  • Company health and wellness programs
  • Dedicated health and wellness navigators and employee assistance programs
  • Generous paid time off and other leave of absence programs
  • Be the Difference

    You’ll have the opportunity to make a positive impact in your community :

  • Through our employee-driven global grant program, you’ll have the unique opportunity to apply for a grant focused on helping a local educational organization in your community
  • Our team helps fundraise and volunteer their time in their communities
  • If you're a military veteran, active duty guard or reserves, or a military spouse :

    We value your experience and believe you're prepared and battlefield-ready in the civilian world to take on TTEC's most innovative and challenging projects.

    Your hands-on experience with globalization means you're prepared to interact with our clients and employees around the world.

    Overcoming adversity and adapting to change has prepared you to execute in our dynamic environment. We are looking for team members where leadership is baked in from Day One.

    Where innovation and disruption are part of your DNA. We know that no job is as important as serving one's country, but we hope you'll find delivering amazing customer experiences to be another purpose worth serving!

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