Career Opportunities at TTEC

TTEC ’s Global Project Management Services team (GPMS) is directly responsible for the deployment of projects on a global scale including but not limited to new or expansion client business, internal projects, corporate, business segment and/or enterprise level initiatives. Responsibilities include presales support, new business due diligence and/or project requirement gathering engagements.
 
What you’ll be doing: 

• Project execution, including on a global scale and/or across various business segments at an enterprise level, through the application of functional methodology and global process to: Act in a primary liaison and oversight level project management capacity, serve as client point of contact, build plans, establish project deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progress to ensure a quality deployment is completed on time, according to specifications and within budget.

What you’ll bring to us:

• Risk identification and mitigation 
• Escalation and change management 
• Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive audience 
• Build, manage and maintain master project documentation 
• Partner with internal teams, stakeholders, senior executive level parties and external clients 
• Support the deployment, promotion and achievement of departmental and corporate strategy, business goals and objectives. 

What skills you’ll need:

• BA/BS or equivalent relevant experience 
• Experience in a formalized project management role leading the deployment of medium to large scale global projects, including the management and oversight of diverse functional project teams on a global scale. Capable of effectively facilitating meetings and developing and executing detail oriented project plans and deliverables. 
• Experience in the call center and/or business process outsourcing industry 
• Experience with client facing, senior and executive level management communications and formal presentation delivery 
• Experience with project management and word processing software, spreadsheet and flowcharting applications 
• (MS Project, MS Office, Excel and Visio)
• Project Management Certification: Project Management Professionals (PMP) 
• Operational management experience within a call center production environment strongly preferred

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What You’ll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience? You’ll support and motivate your team to make sure they’re on track to meet goals.

Your flexibility will help you work to answer questions, resolve issues, and interpret data. From there, you’ll use your honest and empathetic manner to motivate team leads and associates through helpful training and tips to help them succeed in quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team and acknowledging a job well done.

We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on‐going tasks while monitoring absence and attendance of your team

What You Bring to the Role

• Minimum 1 year call center 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
• A solution-oriented mindset to ensure happy customers
• Understand, interpret, and manipulate data for reporting
• Consistently mentor and inspire others

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Talent Acquisition Managers lead a team of Talent Acquisition Specialists to meet aggressive recruiting targets in support of specific client needs. This includes establishing high-volume sourcing strategies and tactics; implementing and modifying customized interview, testing, and screening tools; and making continuous process improvements to the recruiting process resulting in higher recruiting yields and better quality hires. Managers utilize corporate support teams to assist them with recruiting efforts and develop strategic partnerships with these teams to leverage their services. TA Managers monitor recruiting targets daily by individual team members and act quickly to troubleshoot obstacles and motivate their teams to reach daily recruiting targets. TA Managers must be able to quickly adapt plans and shift directions in order to meet changing client requirements. This is a challenging position that is suited for a high-energy individual who can motivate their team to consistently meet aggressive goals.
 
Key Performance Objectives

• Achieve 100% of assigned hiring goals by executing a recruiting plan using a core team of TA specialists. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet aggressive hiring goals which could change at any moment. Motivate the team during intense recruiting periods using one-on-one coaching, rewards, and encouragement, and by providing tools to help Talent Acquisition Specialists be more productive. Celebrate individual and team accomplishments. (Strategic planning, budgeting, persuasion and influence, project management, collaboration, enthusiasm, accountability)
• Manage a strategic and tactical sourcing plan to support specific hiring goals. Understand the key business objectives, timeframes, and requirements associated with each hiring initiative. Develop a comprehensive sourcing strategy including key sources of candidates from a variety of high-volume channels including employee referrals, word of mouth, community events, advertising, and any other viable source. Oversee the preparation of the tools (i.e., creative ads, emails, posters, ERP, etc.) to execute the sourcing strategy. Train the team in the use of the tools and execute the sourcing strategy. Ability to reach out to corporate support staff when assistance is needed. Be ready to adjust the plan quickly to meet new targets and business requirements which are inevitable. (Business acumen, knowledge of sourcing channels, process improvement, creativity, innovation)
• Manage the communication flow between the Talent Acquisition team and internal and external stakeholders. Create and communicate daily, weekly, and ad hoc update reports on the status of each hiring initiative. Identify and communicate any potential barriers or challenges as soon as they surface. Respond to requests for information and updates from the leadership team within two hours and other requests within 24 hours. Maintain a high level of customer service to all stakeholders and employees. Communicate changes in priorities and direction to the Talent Acquisition staff as received from the sales and leadership teams. (E-mail, positive and timely communication, directness, flexibility)
• Improve the key success metrics associated with hiring goals. These include:
  • Cost per Hire (goals will vary by business unit)
  • New Hire First Day No Call No Show percentage
  • Hiring timeline and time to fill open positions
  • Meeting client hiring requirements (varies based on client and ramp)
  • 60-day attrition rate for new hires
• TA Managers gather information, analyze data, observe the process, and lead the effort to consistently improve each recruiting effort. This includes challenging conventional thinking about every aspect of the recruiting processes including testing, interviewing, and compensation models. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. TA managers are expected to use technology such as the applicant tracking system and Excel to track successes, analyze data, determine ROI, and create a compelling business case to convince management to invest in specific process improvements. (Data analysis, ROI calculations, persuasion, analysis and problem solving)
• Motivate, hire, and retain an outstanding Talent Acquisition team. This includes hiring outstanding Talent Acquisition and Sourcing Specialists. Developing or engaging training resources to improve team capabilities, establishing individual development plans, and providing one-on-one coaching. TA Managers also create reward systems to help motivate and encourage the TA team during tough hiring periods. (Interviewing, sourcing and judgment, staff development, coaching)
• Ensure compliance with TTEC hiring processes and tools. TA Managers are responsible to ensure quality control of the hiring process including compliance with federal and state legislation/regulations and TeleTech's internal policies and procedures to prevent and/or minimize potential liability. They conduct spot audits and monitor specialists by observing, listening, and sitting in on interviews and phone screens to ensure 100% compliance to the established hiring process. TA Managers also review the applicant tracking system to ensure that the system is being used in a best practice manner. Provide immediate and direct feedback to TA team to ensure full compliance. Provide specific training and constructive feedback on all aspects of the process. (Total process understanding, attention to detail, providing clear, constructive feedback)
• Oversee hiring for general and administrative (G&A) roles and provide high-quality candidates in a timely manner. Provide support to the TA team when sourcing difficult-to-find candidates for G&A positions up to manager level positions. Actively recruit passive candidates (those not looking) to fill critical roles. Understand and create performance profiles for each position, conduct in-depth final interviews with candidates, and make well-reasoned hiring recommendations. Coach managers and operational leaders through the entire hiring process including conducting formal debriefing sessions with the interviewing team. Influence candidates' decisions through the process including negotiating reasonable offers. (In-depth interviewing, leadership, passive candidate sourcing, influence)
• Develop and maintain a strategic partnership with corporate support teams including Performance Optimization, HirePoint Back Office (HBO), and HirePoint Marketing Team (HMT). Ensure that the TA team has a keen understanding of these resources and the services they provide. Actively engage with these resources to ensure hiring goals are met and all resources are aligned to meet a common goal. Participate in regular calibration calls with HBO and provide feedback on the quality of candidates scheduled and support services provided. (Business acumen, project management, collaboration, communication)

 
Basic Qualifications

• Prior experience managing a recruiting team in a high-volume recruiting environment
• Motivate a team to achieve aggressive goals under tight deadlines
• Strong knowledge of Taleo, HRMS, or other applicant tracking system
• Sourcing expertise using internet job boards, or other job seeker database systems
• Lead and influence others by example, coaching, and mentoring
• Strong verbal and written communication skills
• High level of integrity, judgment, accountability, and follow-through
• Successfully able to manage multiple on-going projects
• Knowledgeable with local and state employment laws

 
Preferred

• Previous call center recruiting experience
• Behavioral Interviewing Certification
• Process improvement certification (white belt or above) 

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Bringing smiles is what we do at TTEC… for you and the customer. As a Customer Service Representative supporting Digital Department, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture. 

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 via chat, and email channels 
• Conduct research to provide answers for customers to resolve their issues

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

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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 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 Network Retailers 
• Conduct research to provide B2B answers for Retailers to resolve their issues
• Sending emails/making outbound calls, ensuring workload is logger appropriately

What You Bring to the Role

• 1+ year of customer service experience
• 1+ year or more post-secondary education or 2 years of equivalent experience
• High school diploma or equivalent 
• Recognize, apply and explain your product or service knowledge
• Computer experience

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 Network Retailers 
• Conduct research to provide B2B answers for Retailers to resolve their issues
• Sending emails/making outbound calls, ensuring workload is logged appropriately 

What You Bring to the Role

• 1+ year of customer service experience
• 1+ year or more post-secondary education or 2 years of equivalent experience
• High school diploma or equivalent 
• Recognize, apply and explain your product or service knowledge
• Computer experience

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