Call Center Operations Director

6 months ago

Cape Town, South Africa TTEC Full time

Call Center Operations Director

Operations Director - Cape Town

At TTEC, we’re all about the Human Experience. Elevated. As an Operations / Service Delivery Director in our Cape Town site, you will be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You Will be Doing

Looking for an opportunity to manage client relationships? Do you have a passion to motivate others? In this role, you’ll work closely with clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.
You’ll report to the Executive Director, Service Delivery. You’ll make an impact through your client and team relationships, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You Will
- Actively manage communications with clients and business partners to uphold a healthy relationship as well as making sure goals are aligned and needs are being met
- Motivate others by driving client messages to your team, then actively engage and support staff to ensure projects are on track and up to date with the latest information
- Improve the key success metrics associated with goals. These include:

- Forecasting accuracy
- Revenue and margin goals
- Client, customer, and Employee satisfaction scores
- Call volume projections
- Contractual bonus goals
- Contractual client metric goals

What You Bring to the Role
- Associate degree, technical school, or equivalent work experience
- 4 years+ call center management experience ideally within a BPO
- Continuously promote a performance-driven culture and always work towards reaching for amazing
- Mentor and inspire others
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Customer focused mindset

What You Can Expect
- Knowledgeable, encouraging, supporting and present leadership
- Diverse and community minded organization
- Career-growth and lots of learning opportunities for aspiring minds
- And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC
Our 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
LI-SB1

**Primary Location**: : ZA-Western Cape-Cape Town

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