Customer Service Manager, Service Delivery

Company: TTEC
Location: Trenton
Posted on: September 19, 2023

Job Description:

Bringing smiles is what we do at TTEC for you and the customer. As a Customer Service Manager working onsite in Malta, NY USA, you'll be a part of creating and delivering amazing customer experiences while you also , an award-winning employment experience and company culture. 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 Sr. Operations Manager. We're looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility. During a Typical Day, You'll

• During a Typical Day, You'll
  • Improve the key success metrics associated with goals. These include:
    • Customer Satisfaction Score
    • Service Level Goals
    • 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 relating to services, products or processes of projects
        • Bring your time management and organizational skills to manage multiple, complex, on going tasks and projects while monitoring absence and attendance of your team What You Bring to the Role
          • Minimum 3 year experience in a large customer service environment
          • Demonstrable track record of driving continuous improvement and innovation in customer service delivery
          • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
          • Familiarity with contact center operations technology (i.e., IVR, telephony systems, CRM, WFO)
          • Strong organizational and people management skills.
          • Excellent communication, interpersonal and leadership skills.
          • Excellent problem-solving abilities.
          • Strong customer focus and empathy
          • Ability to analyze contact center reporting data
          • 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 for more information. About TTECOur 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.

Keywords: TTEC, Trenton , Customer Service Manager, Service Delivery, Hospitality & Tourism , Trenton, New Jersey