Director, Sales DeliveryTTEC is seeking a seasoned Director, Sales Sales Service Delivery to join our team in Krakow, Poland We help bring technology and human connections together to deliver amazing customer experiences every time.
We need you- our next Director - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal! What our Director, Sales Service Delivery does :
Creates an environment that enables mission critical information to pass between functions quickly and completely
Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively
Actively participates in the effective coaching and counseling of staff members
Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization
Fosters the sharing of best practices within and between groups
Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to ensure operational efficiency, safety and security
Strategic planning and execution to enhance profitability, productivity, and efficiency
Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training
Implement processes and systems that will generate higher productivity and revenue
Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance
Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems and procedures
Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration
Participate in vendor negotiations to ensure product relevance and cost-efficiency
Develops annual operating budgets and provides fiscal direction of the department
Our Director manages the overall client relationship and associated operations maximizing resources for optimal success in attaining the revenue goal for a single or multiple line(s) of business.
Work strategically to improve processes and performance that enhance bottom line results. Create and maintain a positive work environment! What you’ll bring to us :
Achieve 100% contractual bonus goals, revenue generation, expenses, forecasting, and financials.
Manage day-to-day operations and deliverables.
Improve the key success metrics associated with goals. These includes :
Revenue and margin goals
Client, customer, and Employee satisfaction scores
Call volume projections
Contractual bonus goals
Contractual client metric goals
Drive client message, actively manage staff, engagement, and productivity.
Manage the communication with clients and business partners.
What skills you’ll need :
Strong understanding of TeleTech’s business, core values, and goals
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
Technology acumen and reporting
Strong coaching skills
Call center experience
Who We Are : At TTEC (formerly TeleTech / Revana), you can enjoy a fast-paced career that offers exciting professional development and career growth opportunities.
Our dynamic and inclusive culture is based on a set of values that guide our relationships with clients, their customers, and each other.
With 49,500 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business.
Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customer simple, personal and exceptional.
So jump on board, join our journey, and take your career amazing places along the way! What We Offer :
Performance equity, variable incentive bonus plan
Global career mobility, employee recognition programs, professional development
State of the art technology which allows for seamless global connectivity
Lead Everyday - Do the Right Thing - Reach for Amazing - Seek First to Understand - Act as One - Live life Passionately Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes.
Headhunters and recruitment agencies may not submit resumes / CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-
party agency or company that does not have a signed agreement with TTEC (formerly TeleTech). Employment Requirements : TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment.
TTEC (formerly TeleTech) 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 protected veteran status.