Job Openings at TTEC

What you will be doing:

As a Senior Recruiter, as a part of global Talent Acquisition Team at TTEC, you will work on volume recruitment campaigns to source and recruit multilingual customer service representatives. Our Recruiters must be able to quickly adapt plans and shift directions to meet client requirements and TTEC’s processes. This is an exciting position that is suited for a high-energy individual who can meet goals in a timely manner.

Responsibilities:

• Leading end-to-end recruitment process for high-quality candidates to meet daily, weekly and monthly goals associated with client hiring objectives
• Managing recruitment projects in cooperation with on-site team and having direct reports responsible for high volume campaigns.
• Implementing high-volume sourcing strategies to attract candidates that meet the client's specifications
• Partner with the appropriate corporate support team for the following tasks: writing creative ads, posting ads on internet job boards and searching resume databases (both internal and external) for quality candidates as required
• Conducting comprehensive market and competitor’s analysis
• Understand key business objectives, timeframes, legal issues, and requirements associated with the client
• Understand the hiring requirements and performance expectations
• TA Specialist will represent TTEC at community events and job fairs

Qualifications:

• Proven track of recruitment experience (at least 3-4 years of experience as a Senior Recruiter) ideally in a call center or BPO Environment.
• Excellent English skills (C1/C1+)
• Experience with Taleo or similar candidate tracking database
• Experience in multinational environment (especially in BPO sector)
• Great teammate with excellent communication skills
• Adaptable individual who can work in a fast-paced environment and enjoys challenges
• Positive attitude and drive for success
• Strong attention to detail

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What You’ll be Doing 

TTEC is seeking an experienced Chat Bot Manager to help drive and implement AI & Digital Services, working with a CX Transformation team based in our new contact centre in CT. You will be responsible for the configuration and management of our Chat Bots, whilst helping build the Conversational AI Practice.

• Working directly with the Operations and Technology Teams to help implement our AI solutions, both customer and contact centre agent facing. The ideal candidate will have excellent requirement gathering and advisory skills in Chatbot Solutions.
• You will be working in support of a high profile automotive client from our site in the centre of Cape Town. 

In this role, you’ll

•  Be responsible for the ‘day to day’ administration and optimizing of the BOT performance.
•  Help define and implement the strategy for client chatbots and virtual assistants.
•  Act as a client advisor to design and implementing solutions to transform their conversational AI projects.
•  Support the design & development of necessary training for operational teams
•  Can define, use and refine MI requirements which contribute to relevant Insights development to optimise the BOT’s performance.
•  Collaborate with cross-functional teams to help the design and development of the chatbot platform. Including defining business requirements, process & workflows, customer journeys, intent definition and use-cases. 
•  Working with Technology teams can define necessary systems & application integrations to enable BOT implementation.
•  Understand how content & knowledge management systems integrate to BOT/AI architecture and enhance performance. Oversee integrations.
•  Design personas, develop design principles, guidelines, standards for quality conversations that are consistent with business requirements.
•  Conduct end-to-end testing on chatbots to ensure deployment readiness
•  Design conversational AI experiences that are natural and engaging to resolve customer intents or execute transactions.
•  Work closely with Operational Leads, Transformation & Analytics Teams, and the client, to ensure BOT performance is optimised e.g. enhance conversations, identify new intents, optimise resolution
•  Stay abreast of industry trends and innovation in the AI space
•  Become the BOT/AI SME to progress Digital Transformation with the client

What You Bring to the Role

•  Strong Contact Centre operational background (>3yr) 
•  Project or Change Management experience
•  Understands the importance of Customer Experience (CX) 
•  Delivered, designed, and built chatbots/Virtual Assistants using NLU techniques e.g., RulAI, LivePerson, SAP, Google Dialogflow, Microsoft Luis, IBM Watson, Amazon LEX, Pycharm. 
•  Strong intellectual curiosity and problem-solving skills.
•  Knowledge of data analysis and machine learning applications.
•  Basic understanding of SDLC (software development lifecycle) and agile delivery methodologies.

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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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What You’ll be Doing

Looking for an opportunity to be part of a team? You will be responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TTEC's financial requirements.

During a Typical Day, You’ll

• Achieve 100% of accuracy and speed in delivery of requirements (Time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each goal and task (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
• Understand and improve the key success metrics associated with workforce management goals (Observation, innovation, creativity, collaboration, communication).
• Deliver consistent high quality customer service (Customer focus, friendly, helpful, accountability, diplomacy, communication.
• Escalate staffing issues as appropriate (Analysis, problem solving, judgment, communication, system troubleshooting)
• Understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow.
• Provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards.
• WFM Specialists are expected to have a thorough working knowledge of TTEC's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

What You Bring to the Role

• Strong understanding of TTEC's business, core values, and goals
• Strong interpersonal skills in dealing with a diverse population
• High customer service orientation
• High level of integrity, honesty, and judgment
• Math/statistics and computer proficiency
• Ability to respect and ensure strict confidentiality of customer data.
• Demonstrated multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
• Reporting