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Senior Manager, Contact Center Experience Solutions

Company: TTEC
Location: Trenton
Posted on: June 24, 2022

Job Description:

Avtex, a TTEC Digital company, is a remote first employer, giving you the flexibility to take this job wherever life goes. Our 'MyTime' benefit extends this human centered approach and allows unaccrued personal time off, so you can prioritize how to manage your days. Our values support a balance of work and life, insures continuous education, and incentivizes high performance.We coach our clients to insure their employees feel valued, happy and rested because delivering amazing customer experiences is ultimately an employee first process. -We strive to create an environment where employees thrive, fulfilled by their purpose, influence, and teammates.What You'll be DoingThe Contact Center Experience Solutions (CCXS) Senior Manager will report directly to the Executive Director, CCXS. This role is a dynamic and critical role that will help manage the contact center consulting human capital, client relationships, and project delivery. -The CCXS Senior Manager will have the following key accountabilities:

  • People Management - Managing -up to five direct reports at various consulting levels. This role requires people management experience and a background developing talent. -
  • Project Leadership - Providing -project management, guidance, and general leadership to the consulting team. This includes monitoring project progress, providing feedback and expertise to the project team, and ensuring that projects get delivered on time/ budget. -
  • Client Relationship Management - -The Senior Manager will have the opportunity to grow existing and develop new client relationships. This includes serving as the leadership stakeholder during client engagements and aiding in various pipeline building activities. -
  • Practice Development - -Within daily operation of the practice, the Senior Manager will aid in ongoing activities and initiatives that strengthen the team's ability to deliver quality projects. This includes process establishment, template creation, building practice assets, and creating other materials that help with consultant onboarding & development. -What You Bring to the Role -
    • Bachelor's degree in a business-related field, (e.g. Business Administration, Marketing, Information Systems, etc.), can substitute for the appropriate level of experience -
    • 10 to 15 years in Contact Center or related Customer Service / Customer Experience field
    • Deep understanding of Contact Center approaches, methods, concepts, and models
    • Strong business analysis skills
    • Ability to "think in white space"
    • Optimistic, proactive, energetic approach to work habits, management techniques, and communications
    • Ability to interface at the executive level
    • Previous experience recruiting, onboarding and nurturing talent -What You Can Expect -The anticipated range for individuals expressing interest in this position is $130,000 - $150,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. - -Benefits available to eligible employees include the following: -
      • Medical, dental, and vision -
      • Tax-advantaged health care accounts -
      • Financial and income protection benefits -
      • Paid time off (PTO) and wellness time off -Who we are -In March of 2021, Avtex was acquired by TTEC and operates under TTEC Digital. The acquisition is aligned to TTEC's continued focus on fueling experience transformations with deep expertise in the most innovative and disruptive brands in the digital industry.TTEC is a proud 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 has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. - -#LI-Remote

Keywords: TTEC, Trenton , Senior Manager, Contact Center Experience Solutions, Executive , Trenton, New Jersey

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