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★★★★★ Service Delivery Manager with English, TTEC Eastern Europe EAD  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Service Delivery Manager with English

TTEC [previously known as Teletech], is the fastest growing BPO Company on the Bulgarian market. Our experience allows us to provide services to leading local and global clients.

When you join our team, you are more than just an employee. You are a member of the TTEC family. That's why we offer benefits and perks that support your quality of life, goals and future needs.

Your main responsibilities will be:

• Excellent performance and business development of the business line;
• Tracking and controlling of the customer SLA’s level, complying with the key performance indicators such as end users NPS, Quality standards, In-chair Occupancy etc. set by the company;
• Development and maintenance of good relationships with key clients of the company;
• Communicates pro actively with the client, advises the client of the results, processes, and initiatives for performance improvement. Plans the development of the team in accordance with the company’s business objectives by controlling all operation activities;
• Tracking and controlling of the customer service quality, complying with the key performance indicators (KPI) set by the company;
• Takes part in the monthly meetings with the client; reports and presents operating results; leads meetings for quarterly results announcements; analyzes trends and presents additional initiatives;
• Motivation of the teams. Works in direct correlation with Operations Manager on the development of bonus schemes and employee motivation programs;
• Forecasts outsourced service delivery revenues for the respective business line;
• Resolution of problems, arising in the course of work and meeting clients’ requirements;
• Conducting assessment of his subordinates and making proposals regarding pay, promotion, discipline, encouragement etc.


• Fluency in English;
• Minimum 2 years’ experience on relevant position;
• Excellent computer literacy;
• Great communication skills;
• Ability to work in a team;
• Ability to create and manage successful teams;
• Experience and excellent skills in working with foreign clients;
• Excellent communication and presentation skills;
• Excellent delegation skills;
•∙Analytical and organizational skills;
• Experience with omni-channel call center operations will be considered as an advantage.

If you consider we can make a good team together please send your CV in English.

All documents will be treated in the strictest confidentiality.

Only short-listed candidates will be invited for an interview.
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