job description
Join TTEC as a Director of Service Delivery and lead high-impact customer service initiatives in Bali’s dynamic business landscape. In this pivotal role, you will collaborate closely with global clients to align service strategies with their business objectives, driving operational excellence and measurable results. Your leadership will shape customer experience frameworks, optimize performance metrics, and foster a culture of continuous improvement. This is a unique opportunity to leverage your expertise in service delivery within a vibrant, multicultural environment while enjoying the work-life balance Bali offers.
As a key leader at TTEC, you will bridge the gap between client expectations and operational execution, ensuring seamless service delivery across multiple channels. Your strategic insights will enhance customer satisfaction, retention, and loyalty, directly contributing to TTEC’s reputation as a global leader in customer experience solutions. If you thrive in fast-paced, client-facing roles and are passionate about transforming service delivery, we invite you to apply and grow your career in paradise.
Responsibility
- Develop and execute service delivery strategies aligned with client goals and TTEC’s operational standards.
- Lead cross-functional teams to optimize customer service processes, ensuring efficiency and scalability.
- Monitor and analyze performance metrics (e.g., CSAT, NPS, SLA compliance) to drive continuous improvement.
- Act as the primary liaison between clients and internal stakeholders, ensuring transparent communication and expectation management.
- Implement innovative solutions to enhance customer experience, leveraging technology and best practices.
- Oversee budget management, resource allocation, and cost optimization for service delivery operations.
- Mentor and develop team leaders, fostering a high-performance culture and career growth opportunities.
- Stay ahead of industry trends to proactively adapt service delivery models for competitive advantage.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
- Minimum of 8 years of experience in customer service, operations, or service delivery leadership roles.
- Proven track record of managing large-scale service delivery teams in a call center or BPO environment.
- Strong analytical skills with expertise in interpreting data to drive strategic decisions.
- Exceptional communication and stakeholder management skills, with experience in client-facing roles.
- Proficiency in CRM platforms (e.g., Salesforce, Zendesk) and service delivery tools.
- Ability to thrive in a fast-paced, multicultural environment with a focus on results.
- Certifications in Six Sigma, Lean, or ITIL are a plus.