Available Jobs at TTEC

What You’ll be Doing

• Do you have a passion for helping others? Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

During a Typical Day, You’ll

• Answer incoming communications from customers
• Conduct research to provide answers for customers to resolve their issues

What You Bring to the Role

• 6 months or more of customer services experience
• High school diploma or equivalent
• Recognize, apply and explain your product or service knowledge
• Computer experience

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
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

A Bit More About Your Role

• We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.
• You'll report to the Team Leader. You'll contribute to the success of the customer experience and the overall success of the team.

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What You’ll be Doing

• Do you have a passion for helping others and giving them peace of mind? You’ll have ownership over resolving escalated or complex calls from customers.  Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one. 

During a Typical Day, You’ll

• Answer incoming communications from customers on diagnostic imaging, life care solutions, surgical or biomedical services
• Conduct research to provide answers for customers to resolve their issues
• Working hours that are designed to support USA customers.  Therefore, the shifts could end as late as midnight local time.

What You Bring to the Role

• 2 or more years of customer service experience plus some post-secondary education
• Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
• A solution-oriented mindset to ensure happy customers
• You lead by example and work with your team to contribute to the overall success of your client program
• Computer experience

What You Can Expect 

• Leadership 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
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

A Bit More About Your Role

• We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.
• You'll report to a Team Lead. You'll contribute to the success of the customer experience and the overall success of the team.

go to method of application »

What You’ll be Doing

• Do you have a passion for helping others and giving them peace of mind? You’ll work to resolve the customer’s issues before escalating to the next level. Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one. 

During a Typical Day, You’ll

• Answer incoming communications from customers 
• Conduct research to provide answers for customers to resolve their issues
• Some upselling of products or services to existing customers may be required

What You Bring to the Role

• 6 months or more of work experience
• B1+ level of English in both written and verbal communications
• Recognize, apply, and explain your product or service knowledge 
• Computer savvy including ability to manage multiple screens
• High school diploma or equivalent

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
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
   

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What you’ll be doing: 

• The Customer Success Director is responsible for developing and executing the agreed-upon client strategic priorities and developing all future opportunities. 
• This includes a complete understanding of the strategic account, client verticals and the industry, the identification of key executive decision makers, the establishment of strong relationships with each and the identification and development of opportunities across the TTEC portfolio. You will maintain client relationships and recommend and implement programs/processes to support client needs.

You will be responsible for:

• Account Escalations: Support or respond to alerts, red flags, and poor health methods and processes. 
• Manages client portfolio to maximise long-term mutual value of the relationship for both parties.
• Customer Advocacy: The CSD is the client relationship owner responsible for converting the client relationship and value into real advocacy. 
• Attend all client calls and be able to speak on behalf of all departments within TTEC and take back meeting outcomes to internal teams
• Identification and development of business efficiencies while developing and managing the client portfolios
• Enhancement of Customer Experience through effective utilisation of customer data
• Partnering with CSP on Developing, documenting and gaining agreement on the global account sales strategy and account management plan
• Alignment of internal stakeholders for execution of account plan and strategy
• Meeting and exceeding all targets 
• Conduit between clients and the business
• Resolution of customer queries and complaints
• Working to identify and remove any roadblocks to achieve the overall success of all cross-functional areas, such as hiring, training, workforce management, delivery, and technology. 

Experience you’ll need:

• Extensive and proven experience working in Customer Success, BPO, Product Management or Product Training for a software or other technology product company, preferably 10 years. 
• Demonstrated experience leading successful, multi-lingual, multi-site portfolios 
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Evidence of prior, consistent success exceeding or meeting client goals
• Acts independently to determine methods and procedures on assignments
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Experience working independently and as part of a team in an urgent, rapid-change environment
• Strong communicator and excellent interpersonal skills
• Self-motivated and proactive
• Passion for Customer Experience and Success
• Bachelor’s degree required

What You Can Expect:

• Dedication to your career growth and professional development 
• Actively diverse and inclusive culture 
• Community-minded organization committed to giving back 
• Global team of curious lifelong learners guided by our company values 
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

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What You Will be Doing

• You will be accountable for taking the lead in all BBBEE and associated transformation and impact activities in South Africa. The role will ensure that the Company complies with all legislative requirements and will be responsible for developing and maintaining the transformation strategy for the business. The key focus for the individual is to monitor implementation of various BBBEE initiatives in areas of ownership, management control, employment equity (EE), skills development and preferential procurement (PP). Responsible for supporting development and implementation of the EE plan. Ensuring that the activities mentioned above are aligned to the stated impact practice objectives, ensuring maximum benefit and least duplication of efforts.

The Role will Require;

• Stakeholder Collaboration and Local Partnership Development
• Identify, build, and nurture strategic partnerships with local organizations, nonprofits, educational institutions, and government agencies. These partnerships will be for the purpose of furthering the BBBEE and Impact agendas.
• Collaborate with internal and external stakeholders, including employees, clients, and local communities, to promote ttec’s BBBEE and impact initiatives and foster a sense of shared purpose.
• Participate and drive discussions with internal and external stakeholders about progress in implementing the Company Transformation plan.
• Work with the global procurement function in order to support the development and implementation of a Procurement Equity Strategy for ttec as relates to South Africa, identifying opportunities for existing suppliers to enhance their credentials.
• Work with appropriate EE forums to identify new preferred suppliers for ttec.

Compliance

• Ensuring Legislative and internal compliance with BBBEE Act and Codes, including BEE Scorecard
• Ensure compliance with all relevant regulations related to ttec's impact programs. Maintain accurate records and documentation.
• Monitor transformation and BBBEE legislative changes and updates, with appropriate feedback to local and regional team on adjustments needed and assist country leadership to draft responses to such changes, to organizational bodies such as BPESA.
• Ensure audit and verification processes of Company's BBBEE contributions and compliance are successfully conducted timeously as per agreed schedule.
• Ensure all internal stakeholders are aware of the timeframes for submission of data.

Adaptation of Global Impact Model and BBBEE Transformation Policy

• Tailor ttec's global impact framework to the unique needs and challenges of the EMEA context. Ensure the implementation of impact practices aligns with local regulations and cultural considerations. EMEA lead on the global impact model.
• Draft and develop transformation strategy and execution thereof with the input and guidance of the SA EE Forum. 
• Support the development and implementation of transformation action plans.

Measurement and reporting

• Develop and maintain a comprehensive impact measurement system to track and report on the effectiveness of ttec's impact programs. Regularly communicate progress against global impact targets and KPIs.
• Help develop EE reporting and monitoring tool.
• Track and monitor identified measures to improve EE and work with appropriate Global Business functions to develop, maintain and deploy, dashboards that provide real time insights as well as tracking of relevant BBBEE spend.

Change Management

• Drive change management efforts within the organization to foster a culture of social responsibility and sustainability. 
• Educate and engage ttec employees in impact-related initiatives and the global strategy.
• Lead and drive information sessions to highlight major changes, challenges, strategies and action plans, for both the local, regional and global teams.

External funding and Investments

• Identify external impact funding opportunities through governments, donors, clients, and foundations.
• Manage any proposal and application processes for impact funding.
• Work with finance team to develop and maintain funding mechanisms through appropriate pricing model amendments.

Building case studies and story telling

• Building a repository and project and individual case studies and stories that can be shared with TTECs global teams and clients.
• Engage the sales functions to ensure all material is up to date with the success stories and case studies.
• Compilation of relevant material for the Impact CAB meetings as well as In-the-Know sessions.

What You Bring to the Role

• Relevant degree/ diploma (NQF level 7 – Management Development Programme)
• 7 years of relevant experience in a Transformation role
• A minimum of 2 years’ experience in a Transformation role at management/EXCO level.
• Extensive experience with the BEE Scorecard requirement
• Familiarity with, but not limited to.
• BBBEE Codes of Good Practice and amendments
• Employment Equity Act
• BEE Scorecard and verification process
• Preferential Procurement Policy Act

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.