Service Delivery Manager
Manager, Service Delivery
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. Translating specific and complex client goals into highly productive and efficient operations that span the globe is a day-to-day reality for TeleTech operations professionals. As you can imagine, this is a challenging but highly rewarding area of expertise that is central to the success of our clients and our organization. With specialists in program development, asset management, pricing, program ramp-ups, logistical service delivery, and real estate, our Operations team provides a wide range of career-building opportunities that extend from operations strategy to implementation-and everything in-between.
Position Summary:
Service Delivery Managers are responsible for managing a dynamic team of Supervisors with specific accountability for the Service Delivery Center's financial profitability and overall employee satisfaction. Accountable for associate and supervisor development as well as the day to day management of the Operations including direct oversight for one or more of the Center's functional departments that would include: Human Capital, Talent Acquisition, Facilities, Learning Services, and OSC. Develop and facilitate the implementation of a world-class strategy to enable customer service excellence in all team members and across all sites.
Essential Duties & Responsibilities:
Manages the operations and assigned functional role in an effort to increase the operational and financial effectiveness of the Service Delivery Center with specific accountability for attrition and employee satisfaction. Must ensure the operational metrics are being met by program.
Responsibilities associated with managing the assigned functional departments include but are not limited to the following duties:
Learning Services - recommend, develop and implement strategies that enable employee's to successfully meet client training expectations, quality, customer satisfaction and performance objectives; effectively manage the training department by distributing workload, reviewing project materials and developing skills necessary for performance; evaluating performance via client metrics; oversees the development of instructional material in alignment with quality guidelines, student/facilitator guides, job aids and other training and quality documentation; defines budget requirements to meet training objectives; tracks training costs for the company and client; coordinates with client on all project specific updates and up training requirements while tracking and reporting all training hours for all positions; consults with corporate learning services team to ensure global standards and strategic best practices are implemented and measured locally.
- Human Capital - acts as an advisor for the Center ensuring legal compliance and resolution of all employee related issues ; interprets and implements company policies and procedures while overseeing HC as the primary point of contact for the Center regarding investigations, complaints, union avoidance, terminations, LOA's, FMLA and other escalated HC issues; coordinates and provides leadership development and management training for human capital such as harassment, employee relations, performance coaching and other legal/compliance related areas; consults with corporate HC team to ensure global standards and strategic best practices such as Optimum Rewards, are implemented and measured locally.
- Talent Acquisition - responsible for ensuring the site hits 100% of all staffing goals; ensures proper adoption of systems and tools associated with the on boarding process of new hires; responsible for reporting on staffing goals as well as coordination and implementation of weekly/monthly sourcing plans; manages invoicing and procurement process on a monthly basis; consults with corporate TA team to ensure global standards and strategic best practices are implemented and measured locally.
- Facilities - responsible for managing vendor accounts including contracts/agreements for preventative maintenance, security, janitorial, copier leases, cafeteria and food vending; perform minor repairs and maintenance on all facility related equipment, storage units, and keys associated with access to the facility; manages procurement process including PR submittals, PO's and invoice matching; coordinate site Health and Safety, Security and Emergency procedures; consults with corporate Facilities team to ensure global standards and strategic best practices are implemented and measured locally.
- OSC - reviews site / account profitability and coordinates billing processes and procedures for required departments by client; makes recommendations to improve operational effectiveness through workforce planning; responsible for the accuracy of data and reports generated through workforce systems and databases such as eWFM, centerpoint, payroll, switch, etc...; consults with GOSC team to ensure global standards and strategic best practices are implemented and measured locally
- Evaluates the results of the operations and functional departments regularly and systematically and reports these to the Site director.
- Mentor and develop Supervisors in the areas of financial profitability, operational metrics, employee relations and compliance.
Job Requirements - BA/BS or equivalent experience
- 5-7 years managerial experience in a high volume call center environment
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centers in 16 countries. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment.
