Latest Job Vacancies at TTEC

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 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.

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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 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 and projects while monitoring absence and attendance of your team
• Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain more 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 to meet 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 to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

What You Bring to the Role

• Minimum 5 years 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
• Consistently mentor and inspire others 
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

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What You’ll Do

• Looking for an opportunity where you'll contribute to the employee experience? You'll partner with operations and human capital as a trusted advisor to support employees. You'll handle all employee relations issues, questions and training on employee benefits and programs, termination and performance actions, and all employee related issues. With an eye on elevating the employee experience, you'll report issues that affect employee morale to service delivery leaders and act as part of the team to address these issues.
• You’ll report to the HR & TA Manager. You’ll make an impact on the employee experience and support the business through building partnerships, a welcoming environment for questions, ideas and concerns.

During a Typical Day, You’ll

• Use the Human Capital database including collecting data from employees and record management
• Support benefit enrollment and assist with employment-related documents
• Maintain and archive personnel files
• Prepare reports for payroll and support payroll preparation
• Support the onboarding process
• Arrange health and safety training, medical checks and ensure all required documents are in place
• Support the recruiting team

What You Bring to the Role

• Technical expertise and understanding to implement compliance with all local human resource laws and regulations
• Communication styles and approaches to different employees and management styles
• Open, honest, and empathetic manner when working with people
• Desire to follow procedures
• Support team members with their questions
• Working knowledge of database applications 
• Trusted advisor to team members in challenging situations