Director, Service Delivery
General Summary:
Serve as TeleTechs primary interface and point-of-contact between the clients and the company to provide relevant client feedback and to resolve service problems. Direct the design and implementation of program forecasts enabling adequate operational resource allocation.
Essential Duties & Responsibilities: Percent of Time
Define program/project requirements, develop tactics, and oversee implementation activities required to successfully meet agreed upon client business goals and objectives. Evaluate client program and recommend improvement opportunities. Coordinate client program/project development and integration, i.e., staffing, scheduling, training, system installation, programming design/testing. Develop actionable plans to balance short/long range goals while ensuring project completion is timely and effective. Conduct quarterly business reviews with the client. 50%
Manage the controllable, fiscal health of the client program/project. Oversee implementation of client contract integrity. Ensure non-compliances receive a corrective action plan and communicate to client. Prepare monthly client program charges for client invoicing. Document all meetings/conversations with TeleTech departments and client. Participate in inter-departmental resolutions relating to charging department variances. 35%
Consult frequently and proactively with existing client to identify program system/service enhancements and/or new business opportunities. Maintain a working knowledge of the entire call center operation as well as project operation. Work with Quality Assurance to ensure consistency in call evaluations. Interact and consult with Human Resources on matters of recruiting, training, hiring, discipline and discharge. 15%
Job Specifications: Yrs of Experience
BA/BS or equivalent experience
Client interface and supervisory experience
Experience in Call Center outsourcing
7-10
3-5
