Multiple Job Roles at TTEC

Senior Team Lead, Service Delivery - Nights

Bringing smiles is what we do at TTEC… for you and the customer. As a Service Delivery - Senior Team Lead working 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 leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate Team Leads to make sure they’re on track to meet goals and motivate their teams. You’ll work to answer associate questions, resolve issues, provide feedback and know when to escalate to the next level of support. 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.

You’ll report to the Operations Manager. We’re looking for an experienced 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

• Mentor Team Leads 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 help support Team Leads on their multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team.

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• Minimum 2-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
• Computer knowledge

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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 and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.  

You’ll report to the Operations Manager. 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 and projects while monitoring absence and attendance of your team 
• Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done 

What You Bring to the Role 

• Associate degree, technical school 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 
• Computer savvy 

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HR Manager – Cape Town
At TTEC, we’re all about the Human Experience. Elevated. As an HR Manager in in Cape Town you will be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
You will be responsible for leading an established HR team, providing support, guidance and development. The role reports to the HR leadership team in EMEA. 

What You will be Doing
Looking for an opportunity where you will make an impact on the employee experience? In this role, you will partner with operations and human resources as a trusted advisor to deliver a high level of customer service to employees. You will implement and advise on policies, processes, benefits, and respond to employee relations issues. As a forward thinker with a high level of integrity and judgment, you will proactively work with leadership to identify solutions to issues and implement continuous improvement.

You will report to the Senior HR Manager.  You will 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 will

• Gather and analyze information through observing processes as you look to constantly improve processes and business performance
• Consistently communicate status and progress on site initiatives to leadership teams through regular reporting and updates
• Bring your technical expertise and understanding to implement compliance with all local human resource laws and regulations
• Provide support to various departments, manage multiple on-going tasks while minimizing the number and severity of employment claims

What You Bring to the Role

• 3 years + experience in Human Resources
• HR experience in BPO is essential
• Knowledge of Human Resource Information Systems and recruitment processes
• Consistently mentor and inspire others 
• Understanding and interpreting data for reporting
• Understanding of Employment Relations law and Enterprise Bargaining Agreements

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Operations Director – Cape Town
 
At TTEC, we’re all about the Human Experience. Elevated. As an Operations / Service Delivery Director in our Cape Town site, you will be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
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
• 4 years+ call center management experience
• 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

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Senior Operations Manager – Cape Town

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Operations Manager / Service Delivery Manager Cape Town, SA 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 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 4 year call center management or equivalent work experience, ideally in a BPO
• 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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Specialist, Workforce Management

Bringing smiles is what we do at TTEC… for you and the customer. As a Workforce Management (WFM) Specialists are working onsite 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

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

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Trainer, Learning & Development

At TTEC, we’re all about the Human Experience. Elevated. As a Trainer 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 to train and guide others towards best practices? Do you love helping set someone up for success? In this role, you’ll support and actively engage new hires in a training environment to develop their knowledge of our values, employee workspaces, time keeping apps, and training on client products and procedures. You’ll work to make sure each employee is set up for success as they start their new role by teaching, testing, and monitoring absence and attendance throughout the training process. 

You’ll report to the Training Manager. We’re looking for a Trainer to welcome and excite new hires as they start their new careers. 

During a Typical Day, You’ll 

• Inspire and motivate learners to reach for amazing 
• Mentor and coach new hires within client training goals and time frames  
• Bring your interest in helping others to start their career journeys successfully 
• Deliver high quality client product training 

What You Bring to the Role 

• High school diploma or equivalent  
• Training and adult learning or call center experience 
• Team building and nurturing an inclusive learning environment 
• Engage and support your trainees in making sure they have the proper tools and systems knowledge to accomplish day-to-day tasks 
• Computer savvy