Jobs at TTEC

What You’ll be Doing

• Looking to build and prosper an exciting workplace for employees? Passionate to bring a creative engagement strategy to life? You'll partner with senior leadership to create an amazing employee experience as you manage all communication and engagement strategies through reviewing people processes and identifying risks for our call centers. You'll oversee the onboarding program for new employees and create engaging events for current employees by implementing your engagement plans. Along the way, you'll deliver training to multiple levels of management, identify areas to improve processes, make suggestions, and manage incentive budgets while participating in weekly meetings to review reporting, proposals and presentations.
• You’ll contribute to the success of the team and business as you bring your creative passion to build a successful engagement strategy, working to encourage employee retention and excitement.

During a Typical Day, You’ll

• Review survey feedback to create plans for employee engagement and communication strategies, providing internal and external partners with updates
• Oversee the operations and engagement of the onboarding program
• Be the forefront of process and policy changes as you ensure they are understood and championed by our employees
• Encourage engagement from the teams in your work environment as you further help support the social media team by sharing content and creating submissions for external awards
• Maintain good working and trusting relationships with all employee's and support teams

What You Bring to the Role

• Bachelor's degree in communications or equivalent experience in communications
• Comfortable reviewing reports to identify areas to support
• Express engaging verbal and written communications as you'll create multiple types of internal and external campaigns for multiple levels of employees
• Understand the financial impact of decisions and suggested plans
• Accuracy-driven and Passionate to keep organized in your work
• Experience with people management and comfortable leading with influence

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What You’ll be Doing

• This role is ideal for an energetic and enthusiastic professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide.
• You are responsible for direct management of a team of Customer Service Learning and Quality experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field.
• This role is ideal for a self- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others.

Responsibilities

• Drive site performance ⇒Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site / regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders
• Quality solutions or plans to improve performance & close learning or knowledge gaps ⇒Looking holistically at the site KPI/indicators and understand the value-add/contribution T&Q (root-cause, deep-dive, collaborating with key leadership team and support staff).
• Develop Learning & Quality team Members - Observation team members’ performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback
• Drive execution of Quality Operating Model & Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);
• Performance of agents’ first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle
• Training Planning ⇒Assign resources to the training duties onsite and ensure it’s being managed properly and work with scheduling and Facilities for appropriate resource requirements

Desired Skills and Experience

• Minimum 1 year call center or equivalent work experience 
• Possess excellent written and spoken English communication skills, with outstanding interpersonal and organizational skills and the ability to work independently, as well as extremely team-focused; supports team and peer decisions and has meticulous attention to detail
• To be the change ambassador, with the ability to drive change by owning the measuring of the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
• Receptive to feedback, takes directions and is aware of development areas with an ability to own your own development and with a growth mindset
• Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders and to partner with the global learning team to provide input, review  created materials, and support delivery of workshops
• Ability to adopt a consultative approach with stakeholders and conduct deep dives as part of overall root cause  problem solving, analyze and create report on outcomes
• Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content, create learning courses

What You'll Bring

• Demonstrate an understanding of facilitation and questioning techniques
• Good understanding of adult learning principles and learning styles and of learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
• Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality programs
• Good understanding of the Customer Service business or similar environment and Customer Service outcome oriented
• Available full time and flexible in both schedule and tasks based  on local needs
• Experience of data analysis / root cause problem solving methodology / change management methodologies / project management methodology / facilitating a quality calibration process

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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

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What You’ll be Doing

• Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client and business goals.
• You’ll have responsibility for the operational direction and financial performance of the business
• You’ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
• You’ll report to the Operations Director. We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

Your accountabilities and activities will include

• Supporting the Senior Operations Director in defining the Operational strategy to ensure the long-term development and success of the business
• Responsibility for the direct management and development of the junior management team
• Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized. 
• The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
• Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
• Contributing to the operational elements for new bids and new services
• Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
• Responsibility to create an environment in which employees consider themselves as stakeholders.
• Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
• To over-see the forecasting, planning and real time delivery of our man-power – to meet client volume and profiles.
• Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

• A minimum 5 year call center management or equivalent work experience, ideally in a BPO
• Experience across all multi customer service channels, voice, email, chat, SM
• 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
• Consistently mentor and inspire others 
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting
• You’ll have good process and change management experience to aid your delivery of business needs and changing client requirements
• Strong people and client leadership and stakeholder management 

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What you’ll be doing: 

• You will lead the HC related functions in South Africa and Cape Town and act as main point of the contact for the employees and managers operating at specified accounts and sites, proactively supporting the delivery of HR processes.  They serve as business partners leading change management projects, actively supporting discussions and transfer of best practices from various functions of the organization. HC Managers proactively identify human capital solutions that will enhance bottom line results and improve employee related gross margin.

What you’ll bring to us:

• Understand all key business initiatives and goals for each supported business unit. Have significant experience in South African employment legislation.
• Actively identifies gaps, proposes and implement changes necessary to cover risks 
• Deliver company driven human capital solutions to challenges affecting the success of the business. 
• Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit. Effectively partner with and leverage corporate support teams 
• Acts as the performance improvement driver and provokes positive changes in the people management 
• Design and maintain organization vitality charts as the performance of the business unit improves 
• Challenge the organizational structure of the internal client and propose changes 
• Monitor and report on progress toward each goal and project. 
• Act as the ultimate point of contact for all escalated (difficult) HC issues. 
• Participate as a member of task forces in corporate-wide human capital and other people initiatives requiring a human capital perspective. 

What skills you’ll need:

• Recent experience in a similar role ideally within a BPO Contact Center. Bachelor’s Degree 
• 5+ years experience as a business partner or HR Manager providing operations support 
• Working knowledge of various office software applications, online communication tools and database technology 
• Ability to influence others by example, coaching, and mentoring 
• Strong organizational development, project management and change management skills 
• Strong e-mail and oral communication skills 
• High level of integrity and judgment

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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

• 0 to 6 months of customer service 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
• Fixed term contract 
• 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