Temp/Intern EX (01TCQ)

National Capital, Philippines, Location

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Service Delivery Manager


TeleTech Service Delivery Managers play an integral part in support the company's core business.  The Service Delivery Manager is responsible for managing the operations of the Service Delivery Center.  This includes continuous improvement to operation and financial effectiveness, accountability for employee retention and employee satisfaction, and ensuring the key operational metrics for the program are met.  We are looking for that elite team member to help lead our Customer Service oriented team.


What the role really involves…

Ensure 100% delivery of all contractual and quality service goals, Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each goal and client requirements. Objectives may include up‐selling/sales conversion metrics.  (Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation)


Manage day‐to‐day operations and deliverables. Deliver timely and efficient solutions to all operations and client related requests. Employ effective organizational and time‐management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Prepare for and attend operationsalreviews and hold team meetings to review previous performance and future improvement planning to include action plans. Manage problem resolution as needed. Determine appropriate use of resources to meet goals and schedules. Manage regular preparation of operations management reports; attend site and client calls and meetings. (Problem solving, attention to detail, can‐do attitude, persuasion and influence, reporting)


Improve the key success metrics associated with goals. These include:

o   Customer Satisfaction Scores

o   Service Level Goals

o   Quality Goals

o   FCR - (First Call Resolution)

o   RPC ‐ (Revenue Per Call)

o    Maintaining 80% Coaching Action Plan (CAP) utilization

 

Actively manage the staff, support, motivate and retain an outstanding team. Responsible for mentoring, training, evaluating, and developing the staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. Take responsibility for creating a positive environment that supports the motivation and retention of an outstanding team. Provide coaching and development opportunities, and address performance issues as appropriate. Monitor progress towards goals. (Leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, high integrity)

 

 

Manage the communication. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives and work with the team to help implement solutions. Identify and communicate any potential problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. Daily communication with clients, effectively communicates action plans and inquiries from client. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)


Escalate system level issues to the appropriate systems/IT support/vendor team. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via email or ticketing system to the appropriate team. Answer questions and assist in isolating the root cause of problems and testing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem solving)


Ensure compliance with TeleTech's processes and tools, system changes. Ensure compliance with federal and state legislation/regulations and TeleTech's internal policies and procedures to prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Provide immediate and direct feedback to the team to ensure full compliance. Provide specific training and constructive feedback on all aspects of specific processes. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)


What we're looking for…

Motivation, Passion, Integrity.  Those are just some of the attributes valued at TeleTech.  Of course, there are some other requirements too.  These include:

·        Proven experience in managing a call center environment

·        Bachelor's degree or equivalent work experience

·        Exceptional English written and verbal communication skills

·        Strong general management knowledge including operations, human capital, facilities and financial management

·        Ability and desire to excel in a fast-paced work environment

·        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

·        Data analysis skills

·        Proficient in Microsoft Office

·        Technology acumen and reporting

 

And some desirable experiences include:

·        Sales experience

·        Six sigma knowledge and/or certification

 



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