Manager, Service Delivery

2 weeks ago

Cebu City, Philippines TTEC Full time

Overview

Your potential has a place here with TTEC’s award-winning employment experience. As a Service Delivery Manager working onsite in Cebu, Philippines, you’ll be part of bringing humanity to business.

What You’ll Be Doing

Do you have a passion for leading, mentoring and coaching? You will support and motivate your team to ensure they’re on track to meet client goals. You’ll address associate questions, issues, and customer escalations while ensuring a quality customer experience on every call. You will contribute to creating and maintaining a positive work environment and meet client requests and needs.

You’ll report to the Director, Service Manager, and you will act as a leader to encourage and motivate your team to resolve issues, accomplish goals, and influence career mobility.

During a Typical Day, You’ll:

  • Improve key success metrics such as Customer Satisfaction Score, Service Level Goals, and 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 related to services, products or processes of projects.
  • Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team.
What You Bring to the Role
  • Minimum 1 year of call center or equivalent work experience.
  • Promote a performance-driven culture and strive for excellence.
  • Engage and support your team with the proper tools and systems to accomplish day-to-day tasks.
  • Mentor and inspire others; customer-focused mindset.
  • Ability to understand, interpret, and manipulate data for reporting.
What You Can Expect
  • Support for your career and professional development.
  • Inclusive culture and a community-minded organization where giving back is encouraged.
  • A global team of curious lifelong learners guided by company values.
  • Paid time off (PTO) and wellness and healthcare benefits.
  • A competitive compensation package with performance bonus opportunities and benefits, including tuition reimbursement where applicable.

Visit the linked benefits resources for more information. Actual compensation offers may vary based on location, experience, education and skill levels.

About TTEC

TTEC’s business is about making customers happy. Since 1982, we have helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. We work with many of the world’s leading brands to provide voice, text, chat, and video experiences.

TTEC is an equal opportunity employer. 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. We value diversity and strive to create an inclusive workforce where everyone can feel valued and belong.

Onsite

Primary Location: PH-Central Visayas-Cebu City

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