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Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Service Delivery Manager working Onsite in Rochester NY, you’ll be a part of bringing humanity to business. #experienceTTEC

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 . 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.

Compensation

The anticipated range is 80,000.00-90,000 annually. Actual compensation offers to a candidate may vary based on geographic location, work experience, education and/or skill levels.

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

· Support both onsite and remote employees to ensure the 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

· Work directly with the client to ensure client and customer satisfaction

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

· Provide leadership to operational support including senior team leads, Team leads, and Lead agents.

· Completing expense reports and purchasing for on-site expenses, including office supplies, sanitation supplies, engagement event supplies, etc.

· Security Badging

· Ensuring all on-site employees are following TTEC policy and procedure

· Engagement Activities

· Working with Facilities, landlord, and vendors to support day-to-day operations and facility maintenance

· Assisting with delivery and execution of disciplinary action and separation of employment

· Reporting areas of opportunity on-site to appropriate departments/teams

What You Bring to the Role

· Minimum 3 years call center in operations support or equivalent work experience

· Experience leading and mentoring leaders

· 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 www.hellottecbenefits.com for more information.

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.

Title: Manager, Service Delivery

Location: NY-Rochester

Requisition ID: 03WCF