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Job Details

Temporary Sales Service Delivery Manager

Company name
TeleTech Holdings, Inc

Daytona Beach, FL, United States

Employment Type

Manager, Sales

Posted on
Jun 11,2019

Valid Through
Sep 24,2019

Apply for this job


Temporary Sales Service Delivery Manager','02FKM','Manager','!*!CSTMPM3-Temporary Manager

Seasonal Service Delivery Manager - Healthcare


Service Delivery Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Manage the fiscal activities of operations as well as focus on and support revenue generation and assurance from sales, financial management, and incentives. Support site/client ramps, reporting, and manage day‐to‐day operations of their team to include operational metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, escalations, and payroll. Provide coaching and development for teams across multiple locations supporting metrics such as billable hours and client satisfaction scores. Use influence to achieve peak performance, conversion rates, and monthly sales and revenue targets. Utilize systems and procedures to improve the operating quality and efficiency of the operations. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related issues. Improve efficiency and accuracy of business process; create and implement

process improvements. Manage the staff in accordance with company policies, procedures, and client metrics. Managers are responsible for the engagement and development of their teams, communicating and affirming directives, and coaching action plans. Managers create and maintain a positive work environment.

Key Performance Objectives

1. Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties. Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each goal and client requirements. Objectives may include up‐selling/sales conversion metrics. (Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation)

2. Manage day‐to‐day operations and deliverables. Deliver timely and efficient solutions to all

operations and client related requests. Employ effective organizational and time‐management

skills to deliver solutions to routine and emergency requests and general needs within

established timelines. Prepare for and attend operations reviews and hold team meetings to

review previous performance and future improvement planning to include action plans. Manage

problem resolution as needed. Determine appropriate use of resources to meet goals and

schedules. Manage regular preparation of operations management reports; attend site and

client calls and meetings. (Problem solving, attention to detail, can‐do attitude, persuasion and influence, reporting)

3. Improve the key success metrics associated with goals. These include:

• Customer Satisfaction Scores

• Service Level Goals

• Quality Goals

• FCR – (First Call Resolution)

• RPC ‐ (Revenue Per Call)

• Maintaining 80% Coaching Action Plan (CAP) utilization

Service Delivery Managers are held accountable for other metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, schedule compliance, retention, and profitability. They gather information, analyze data, observe the process, and lead the effort to consistently improve each process and performance to include contractual revenue and bonus targets, and client requests. This includes challenging every aspect of the processes.

Recommended changes must be monitored and measured to ensure bottom‐line impact to the

process. (Data analysis, customer focus, persuasion, problem solving, strategic thinking,

achievement motivation)

4. Actively manage the staff, support, motivate and retain an outstanding team. Responsible for mentoring, training, evaluating, and developing the staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. Tracks TTECH U completion rates. Provide support, information and assistance. Accountable for managing all day‐to‐day issues and respond to all issues as appropriate. Help the staff to set realistic and measurable service and sales goals, and support reward program(s) as needed. Take responsibility for creating a positive environment that supports the motivation and retention of an outstanding team. Provide coaching and development opportunities, and address performance issues as appropriate. Monitor progress towards goals. (Leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, high integrity)

5. Manage the communication. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives and work with the team to help implement solutions. Identify and communicate any potential problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. Daily communication with clients, effectively communicates action plans and inquiries from client. (Team work and collaboration, fairness, follow through,

engagement, honesty, openness, directness, timeliness)

6. Escalate system level issues to the appropriate systems/IT support/vendor team. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. Clearly identify all system level

errors including the scope of problems and relative urgency. Provide clear documentation of

problems via email or ticketing system to the appropriate team. Answer questions and assist in

isolating the root cause of problems and testing solutions to ensure problems have been

addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem


7. Ensure compliance with TeleTech’s processes and tools, system changes. Ensure compliance with federal and state legislation/regulations and TeleTech’s internal policies and procedures to prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Provide immediate and direct feedback to the team to ensure full compliance. Provide specific training and constructive feedback on all aspects of specific processes. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)

Basic Qualifications

Strong understanding of TeleTech’s business, core values, and goals

Ability to lead and partner successfully with teams, management and client

Ability to manage multiple, complex, on‐going tasks and projects

High level of integrity, judgment and follow through

Strong coaching, people, and leadership skills

Strong attention to detail

Strong analytical, verbal and written communications skills

Data analysis skills

Proficient in Microsoft Office

Proficient in English, both written and verbal

Technology acumen and reporting

Strong coaching skills

Knowledge of call center business

Call center experience

Sales Experience

Six Sigma


Preferred Qualifications

TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer','Operations / Business Support','US-FL-Daytona','','Temporary Sales Service Delivery Manager

Company info

TeleTech Holdings, Inc
Website :

Company Profile
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech leads the way

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