Temporary Service Delivery Specialist null

About TTEC

TTEC helps businesses design and implement customer experience strategies to enhance interactions between companies and their customers. This includes services such as customer support, technical support, and other solutions to improve customer satisfaction.

Your role & responsibilities

What you’ll be doing:

• You’ll offer your support to associates and Team Leads as you evaluate their quality customer experience satisfaction scores.
• You’ll do so by conducting customer call evaluations and providing meaningful, constructive feedback.
• You’ll motivate other associates to make sure they’re on track to meet goals by answering questions, and issues, and handling customer escalation while ensuring quality customer experience on every call as you’re the first-line resource for the team.
• You’ll report to the Service Delivery Supervisor. You’ll impact the business by motivating your team by providing feedback and encouraging them to accomplish goals.

During a typical day, you will:

• Mentor by pinpointing areas of improvement through monitoring calls for customer satisfaction while addressing employee-related issues and coordinating training on new or revised information.
• Use your thorough knowledge and understanding of client-specific call and product knowledge requirements to prepare reports for internal and client collaboration site sessions.
• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring the absence and attendance of your team.

Training & development 

TTEC crafts, constructs, and executes contact center management and call center training initiatives, enhancing each phase of the associate lifecycle. This results in significant improvements in both associate skills and overall center performance.

• Onboarding - Initial training curriculum to help reduce onboarding and nesting time. 
• Development - Improve employee engagement and job performance with self-paced, personalized learning journeys.
• Knowledge - Eliminate knowledge gaps and improve industry experience with their knowledge management solutions. Provide a single source of truth for all content your associates need to meet customer expectations and excel.
• AI-powered - Artificial Intelligence (AI) learning solutions that provide role-playing scenarios and immediate coaching. 

Benefits

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 their company values.
• Ask them about their 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).

Career progression

TTEC offers hands-on opportunities for individuals at various career stages, particularly for recent graduates. With many locations, departments, and positions, you can learn, grow, develop new skills, and engage in projects aligned with your interests. TTEC provides training, education, and career mobility platforms to support your professional journey.

Work-life balance

The work-life balance at TTEC is designed to prioritize the well-being of employees, ensuring they can effectively manage their professional responsibilities while enjoying a fulfilling personal life. Of course, the peace of WFH (work from home) in remote jobs will help you crush the workday — but at the same time, you'll never feel alone. Their global team will be virtually by your side throughout your journey, ready to answer questions and offer support as you work remotely.

Company culture

TTEC is committed to cultivating an inclusive culture, ensuring everyone feels a sense of belonging. It's a place where you can elevate your career. United by a common purpose, TTEC operates as one cohesive team, collaborating and supporting each other.

About you

What brings you to the role:

• Associate degree, technical school, or equivalent work experience.
• 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 and call center experience.
• Understanding, interpreting, and manipulating data for reporting.
• Willingness to be assigned in Pampanga and Bacolod, Negros Occidental.

How to apply

To apply for this role, click on the "Apply on employer site" button, which navigates to the career page where you can see the "Apply now" button.

Source/s:

• ttec.com
• youtube.com