Current Openings at TTEC

• Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Customer Service Representative – English – Automotive, 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 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

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Job Details

• Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Senior Healthcare Customer Service Representative, 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 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

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Job Details

• Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Customer Service Representative – Nights, 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
• 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

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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

• Education Level
• Relevant degree/ diploma (NQF level 7 – Management Development Programme)

Experience:

• 7 years of relevant experience in a Transformation role within a BPO or a similar international services organisation
• A minimum of 2 years’ experience in a Transformation role at management/EXCO level in a BPO
• Experience of working within an international matrix organisation.
• 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

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Job Details

• Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Lead Associate working onsite in Cape Town, you’ll be a part of bringing humanity to business. #experienceTTEC

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
• Conduct research to provide answers for customers to resolve their issues

What You Bring to the Role

• 5 or more years of BPO 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
• A patient, compassionate and professional personality with strong service orientation
• Time management, flexibility, organizational and multi-tasking skills
• You lead by example and work with your team to contribute to the overall success of your client program
• Computer experience

go to method of application »

What you’ll be Doing:

• You will ensure a safe, attractive and functional physical environment for all employees. Supporting the department vision to create an exceptional workplace. You will develop, implement, and maintain facility programs that reflect the priorities of continuous improvement, automation, thinking globally and identifying best practices, while at the same time working to reduce TTEC’s financial exposure. 
• You will report to the Senior Site Manager of Facilities and be part of the wider regional facilities team. You will work 40 hours per week from Monday to Friday between the times of 12 noon and 10pm. 

During a Typical Day you will:

• Proactively manage complete facility maintenance of building/sites including but not limited to maintaining superior condition of company space; acting as the landlord/vendor liaison. 
• Review government regulations, renewal of operating licenses, work permits, and other requirements from the authorities related to the business.
• Own the transportation scope and services for our employees from and to our site.
• Effectively leads and manages Facilities team, within the department’s SLA and KPIs standards. including but not limited to Facilities Technicians, Service Contractors, Facilities Systems (BMS), Security Team, Janitorial Team and all critical equipment contractors.
• Effectively manages customer expectations and ongoing customer relations. Communicates status and timeline of facility maintenance projects, enhancements, and changes. 
• Implement and communicate policies that will impact on safety and security to customers to include the Risk Management policies pertaining Information Security and Management System. 
• Manages facility programs covering disaster preparedness and recovery and coordinates with divisions to implement company-wide Emergency Response Plan. Being the point of contact during a disaster situation to return safely to operations, requires to be available or have a designee to response in timely manner. 
• Maintains and oversees facilities architectural drawings and floor plans. Ensures all construction drawings and floor plans are accurate and up to date. 
• Maintains the database of the facilities fixed assets and it’s ranking
• Based on geographic location could be the point of contact from the Facilities perspective for:
• Assist with Environmental questions / issues.
• Acts as Emergency Manager during emergencies like calamities, fire, etc.
• Commander of Emergency Control Organization (ECO) Support.
• Has the full control of ECO activation within the area of responsibility.
• Updates Emergency Director on the emergency situations.
• Assist with Health Safety and Environment issues.
• Department of Labor and Employment.
• Bureau of Fire Protection Coordinator and permit processing.
• Department of Environment and Natural Resources – Pollution Control Officer and Managing Head

Education | Experience 

• Associates degree in a Facilities related field and or a vocational/technical diploma with minimum 3 years’ experience in a supervisory role in facilities. Experience in electrical, lighting, budget planning, plumbing and HVAC is a plus. 
• The activities are not limited to the list, rather is just a guide.

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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
• 5 years+ call center management experience, 2 years at Director level 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

go to method of application »

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
• Tenured experience in managing operations 100FTE+
• 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

go to method of application »

What You’ll be Doing

• Dyou have a passion for leading, mentoring and coaching? Looking for an opportunity tlearn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track tmeet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
• We’re looking for a leader tAct as one, as you will encourage and motivate your team tresolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Improve the key success metrics associated with goals. These include:
• Customer Satisfaction Score
• Service Level Goals
• Quality Goals
• Coach associates tensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating tservices, products or processes of projects
• Bring your time management and organizational skills tmanage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team

What You Bring tthe 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 taccomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

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Job Profile Summary

• The Supervisor is responsible for the daily activities within the contact center, overseeing a team of advocates, and ensuring best in class customer experience. The Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management to drive performance metrics and overall adherence to policies and procedures.

Job Description

• The Supervisor’s primary responsibility is leading and developing a team of advocates while managing and ensuring key performance metrics are adhered to.The supervisor will also be expected to support advocates by providing guidance and creating a motivational team environment.Assists in the resolution of complex customer related escalations.

Job Responsibilities

• Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
• Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
• Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
• Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
• Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
• Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
• Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
• High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Ideal Qualifications

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Demonstrated leadership experience in a call center or operational environment, including coaching and developing associates and excellent customer service skills.
• Ability to monitor, develop, and recommend improvements to increase team productivity by providing expert advice and assistance to advocates, as needed.
• Understands upstream and downstream impacts
• Excellent communication, interpersonal and relationship-building skills in dealing with various levels of staff, leaders and business partners.
• Demonstrated ability to multitask in fast-paced, high pressure environments, including cross-functional teams.
• Proficiency in technology, call center systems and Microsoft Office programs including Word, PowerPoint and Excel