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  Job Position Job Category Posted On Action
 Other Tech Contract / Information Technology 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: TC-0688
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Data Center Operations Engineer

For more than 30 years, TeleTech has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TeleTech designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.

Our capabilities include:

Design: Customer Strategy Services (CSS)
Enable: Customer Technology Services (CTS)
Manage: Customer Management Services (CMS)
Grow: Customer Growth Services (CGS)

Responsibilities include:

Deploy, setup and maintain enterprise grade hardware from various manufacturers
Create and maintain data center documentation; including Cage elevations, rack elevations, physical inventory & cable plants.
Install (and remove) racks, shelving, power strips, rails, cable management within data center and labs
Manage all aspects of Data Center Security (i.e. documentation, implementation, etc.) protocols as dictated by Teletech's operating standards.
Handle installation of Data Center compliant cabling and equipment in accordance with industry and company standards and regulations (Cat5e, Cat6, fiber, power, TIA-942).
Manage equipment installations and decommissioning projects as needed.
Maintain all aspects of Data Center operating documents as it pertains to TeleTech's standard operating procedures.
Maintain, analyze, troubleshoot, build and repair server-level systems, hardware and other peripherals.
Handle all aspects of coordinating with management, network/voice engineers and vendors to troubleshoot technical issues that arise.
Assist senior level engineers in troubleshooting customer problems
24 x 7 On Call Support on a rotational basis

Basic Qualifications:

Associates degree in Engineering or related field and/or equivalent work experience
Must have hardware troubleshooting skills and be comfortable working in a Data Center environment
Willingness to learn DCIM tools and assist with integration into data center documentation
Must have an understanding of server technology
Basic understanding of networking
Basic knowledge of Windows and/or Linux operating systems
Must have an understanding data center cabling standards including fiber optics
Basic working knowledge of electrical systems, UPS systems and Power Distribution
Ability to work independently and manage multiple project and priorities
Flexibility to work different shifts including nights, weekends and holidays
Ability to lift 60-75lbs
Excellent written and communication skills

Preferred Qualifications:

Microsoft and/or Cisco certification is a plus
2 to 5 years of experience in related field, or equivalent education.

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 Other Accounting / Finance 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: ACC-0491
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Billing Operations Analyst

TeleTech is an organization that spans more than 20 countries, 6 continents and nearly 30 languages. At TeleTech our opportunities in Finance and Accounting can add up to a successful career for bright and energetic professionals. A publically held organization, TeleTech Holdings, Inc. (NASDAQ: TTEC) allows you to put your financial expertise to work for a leading provider of business process outsourcing solutions-and one of the largest and most geographically diverse companies in the world.
From financial analysts and reporting specialists to internal auditors and tax managers, TeleTech offers a wide range of exciting positions that will allow you to realize the rewards of a fast-paced career in accounting and finance while enjoying the benefits of our collaborative team environment.
Position Summary:
The Revenue billing analyst is an essential position that supports the financial management function of TeleTech. This position will have the opportunity to work cross functionally with the entire CFO organization including the Finance department, GL Accounting team, Operations team, Treasury, and the Legal department. The Revenue billing analyst will be part of a small team of revenue specialists to ensure proper revenue recognition models are established for a number of different arrangements that encompass BPO services, Professional Services, and Software. Candidates for this position should be ambitious and outgoing and interested in learning one of the most complicated areas of financial reporting. The position offers an enormous amount of exposure to all financial areas of the TeleTech organization and is a great opportunity to develop professional skills.
Essential Duties & Responsibilities:
Assist with contract review and determination of proper revenue recognition.
Preparation of journal entries and schedules for month end close process.
Preparation of monthly balance sheet reconciliations and research variances.
Assist in preparation of audit requests and other projects as deemed necessary.
Assist with special projects as assigned by the Controller, CFO and other Directors and VPs.
Job Specifications:
BS/BA in Accounting
Certified Public Accountant Candidate
Basic understanding of ASC 605 Revenue Recognition
Good organizational, analytical, and communication skills
Knowledge of Oracle Projects plus.
Intermediate knowledge of Microsoft Excel
Basic knowledge of Microsoft Word
One year of public audit experience preferred

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 Hr Director Human Resources 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: HR-0269
 
Education :  Masters Degree
Experience :  5 - 10 Years

Skills :  Bachelors Degree in Business, HR, or related field preferred
5+ years in Talent Acquisition with progressive growth in a leadership capacity within highly dynamic environments overseeing professional recruitment efforts
Demonstrated success in managing people and projects to deliver results under tight deadlines
Experience with workforce planning principles, application and strategies
Experience with vendor management and cost saving initiatives
Knowledge of employment branding strategies and campaigns
Knowledge of and experience with the latest Talent Acquisition technology (Taleo, Oracle, Jive, LinkedIn, SEO, etc)
Knowledge of pre-hire selection assessments use, application and legal requirements
Knowledge of global relocation programs and policies

Description :  Recruiting Director - Denver CO

Periodically, every company needs to survey the market, evaluate trends, and determine if their vision is aligned with the direction the market is moving. At TeleTech, we have the vision and are ready to bring it to life. The leader for our Professional Recruiting group supporting the Customer Care Services Segment will play an integral part of reshaping our brand while delivering value to match our customers expectations.

Consider becoming a part of the TeleTech team and find that innovative thinking and creative endeavors are a critical step to bringing our transformation to life. TeleTech will enable you to continually challenge yourself and your colleagues to create exciting, cutting-edge solutions that get noticedand deliver results.

Position Summary:

The Professional Recruiting Leader will be responsible for developing and managing a team of recruiters focused on the operations support and executive leadership positions within the customer care services segment. The role has broad responsibilities including oversight for business planning, client management, as well as process and technology optimization creating a business practice that delivers measurable value to the organization. This executive will report to the VP of Global Talent Acquisition and will be the primary interface with the functional leaders across the business segment to align recruitment processes to meet the staffing expectations for the business.

Duties and Responsibilities:

- Manage full life cycle recruitment of all management and support positions across all functional groups within the care services business segment.
- Maintain knowledge of recruitment best practices as well as technologies that enable continued process optimization and efficiency. Build/present business cases to executive leadership to acquire and integrate these solutions as appropriate
- Develops, evaluates, refines and establishes recruiting, interviewing, selection and placement processes to ensure that qualified applicants are hired for the organization.
- Apply a results-driven leadership approach built upon a foundation of objective data (e.g. positions filled, cost per hire, time to fill, interview to hire ratio, diversity, etc.).
- Oversees the development of TA marketing plans and sources of hire including employee referral, job boards, diversity outreach, schools and professional groups. Performs required analytics to continually determine successful sourcing vehicles.
- Leads partnership with HC management understanding and leveraging hiring trends, workforce plans and recruiting strategies to ensure staffing function meets the business needs.
- Interfaces with HC Management and unit Business Leaders to support process implementation and improvements in applicant screening, assessments, interviewing, onboarding, etc.
- Leads employment program initiatives from a recruitment perspective where necessary (internal movement, etc.).
- Stays abreast of changes in recruiting field, particularly centralized staffing.
- Support employer branding tactics specific to functional group.
- Maintenance of department budgets and manages forecast.

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 Sales Director Sales 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: SL-1462
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Vice President, Sales - Cisco Contact Center Solutions

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.

We are currently searching for an experienced VP of Business Development. As a VP of Business Development, you will be the primary sales channel for driving new business for eLoyaltys Contact Center Solutions business unit. You are expected to sell enterprise call routing, IVR/Speech self-service, web self-service, custom CTI desktop applications integration, advanced reporting, analytics and managed services solutions to large enterprise and mid-market organizations

We seek an individual who has experience selling to VP- and C-level executives across business, IT and Telecom in these organizations. As part of a team effort, you will lead the selling effort in all phases, from target account list management, through account planning, sales strategy development, high-, mid-, and low- funnel sales execution, deal closure and sales transition to our delivery teams. You will also contribute to account expansion and cross-sell of add-on solutions, together with other eLoyalty team members. This position requires a consultative sales-orientation, leadership and influence skills and high-energy. The ideal candidate mixes proven sales performance and execution with their ability as a strategic thinker who can define, lead and execute a disciplined sales process over time to maximize potential from sales efforts. Operating with a bookings target, this individual is tasked with ensuring the company achieves its revenue goals for his or her territory consistently.

Responsibilities:
Sales Strategy and Planning - develop and manage account plans and sales
strategies for Top 10 / Next 10 Target Accounts. Provide weekly feedback on
sales progress and alternative strategies. Engage with key vendor partners
and eLoyalty personnel as appropriate to develop and align on plans and
priorities.
Sales Execution high-funnel presentations, requirements discovery, and
relationship building with customers at multiple levels and across all
functions. Effective qualification of deals to sell efficiently. Mid-funnel
detailed discovery, solution review development, value proposition definition,
customer workshops, executive briefings, and business case development to
instantiate key business and IT sponsors and budget owners (together with
relevant eLoyalty and Vendor partner personnel).

Experience we are seeking:
Be a proactive, influential driver of selling activity the Quarterback
Proven success selling Cisco Call Center solutions
Must be able to SELL; prospect, qualify, pursue, close, address objections and
understand our solutions offerings, services, and our vendor partners
products.
Charisma, relationship energy
Leadership skills to influence clients and internal sales team members to think
and act strategically when qualifying opportunities, developing sales
positioning messages, key win themes, solution scope and phasing, and what
it will take to win deals
Driven, goal-oriented professional with mental toughness to weather the ups
and downs of long sales and business cycles.
Strategic thinker with outstanding communication skills; oral and written.
Attention to detail, self-motivated and leads a disciplined
sales process.
Demonstrated ability to work collaboratively as part of a team sales effort,
and to successfully operate in a flexible, virtual operating environment
Substantial work at home experience
Significant experience in professional services/consulting environments.
Proven track record as a successful sales executive.
The ability to effectively build relationships with all levels of the organization,
and to lead and influence across functions
Ability to travel up to 50%

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 Financial Analyst Accounting / Finance 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
Philippines
REF NO: ACC-0508
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Senior Financial Analyst

Sr. Financial Analysis
General Summary:
Under general direction, is responsible for providing timely and accurate financial analyses and reporting. Responsible for tasks associated with automating current management reports and conducting new global consolidated analyses.
Essential Duties and Responsibilities:
Financial Analysis/Financial Modeling
Updating existing Financial models with actuals and current consolidated forecasts
Retooling existing forecasting models with new business rules/drivers
Verification of global forecasts (Income Statement, Balance Sheet, and Cash Flow)
Reporting (Business Intelligence)
Responsible for delivering various Management/Board reports on a monthly and quarterly basis
Verification of numbers provided (accuracy & completeness)
Reporting on Financial and Operational performance
Tasks include pulling data from multiple source systems
Reporting/Tool Development
Developing new management reports that are automated and flexible
Automating existing reporting packages by using various software tools
Developing long term system solutions for the reporting needs of the business/Management
Job Specifications:
BA/BS or equivalent experience
3-5 years experience in a financial analysis role
1-3 years experience with corporate budgets & forecasting/planning
3-5 years experience with Advanced Excel
1-3 years experience with developing Mgmt Reporting/BI
Experienced financial professional with a BS in Finance, Business or Accounting and a minimum of 3-5 years of financial analysis experience, including financial modeling, budgeting and forecasting.
Must possess a strong business ethic and thrive in a dynamic and changing environment.
Strong attention to details and a solid analytic skill base.
Must be comfortable with the use of technology to solve business problems, including a very strong understanding of MS Excel tables and formulas, Oracle, and the use of web-based systems.
Candidate must have the ability to interact with all levels of management and must be able to aggressively manage deadlines and goals.

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 Account Executive Accounting / Finance 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: ACC-0520
 
Education :  Bachelors Degree
Experience :  1 - 5 Years
Responsibilities :  ABOUT THE CLIENT & INDUSTRY

The client account that you will service specializes in assisting local entrepreneurs in understanding how to harness the power of the Internet. Using our client's online advertising toolbox and knowledge of small business and digital advertising markets, you will deliver a beautifully simple, intuitive experience that enables small and medium businesses to grow online.

ABOUT US

As a leader in outsourced sales and marketing solutions, Revana serves some of the worlds most prestigious brand names. Owned by global outsourcing and customer experience leader TeleTech, Revanas global team has a reputation for service excellence. Revana has the industrys most sophisticated marketing automation platform and sales analytics engines. These turbo-charged technologies empower our customer service, sales, and technology employees to deliver the ultimate customer experience at every touchpoint across the customer life cycle.


Description :  If you are tech savvy, creative, outgoing, and willing to roll up your sleeves and get things done in a fast-paced, rapidly changing environment, we may have the perfect job for you! This is an exciting opportunity with a leading sales organization, Revana, to promote Google products to small and medium-sized businesses.

Revana is currently seeking Account Executives to join our growing company in Tempe, Arizona. Grounded on Energy, Excellence, and Execution, Revana cultivates customer relationships by acquiring, retaining, and growing customers for our clients.

EDUCATION & EXPERIENCE

● 1-2 years sales or marketing experience with a proven record of achieving sales goals.
● Must be technically advanced with expertise in cloud-based services, social media, computers, mobile devices, and more importantly, how they all work together.
● Unbeatable communication skills, both oral and written.
● Approach solutions to complex challenges with an analytical and creative mindset.
● High school diploma or equivalent experience. College degree a plus.

PRINCIPAL DUTIES & RESPONSIBILITIES

As an Account Executive, your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your influencing and relationship-building skills, you provide exceptional client service, research, and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of your clients and understand how Googles range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

● Develop high-level relationships to serve as a trusted consultant with customers to optimize their advertising expenditures.
● Consistently deliver against assigned quota, while prioritizing and delivering outstanding customer sales experience to our customers.
● Drive revenue growth with existing clients and upsell additional products and platform features.
● Generate business plans to define your strategies and tactics.
● Understand and adapt to Google's ongoing product and technology developments.

PREFERRED QUALIFICATIONS

● Experience in an advertising sales, business development, and/or online media environment.
● College coursework in business, communications, or marketing principles.
● Knowledge of traditional and digital media and its competitive landscape.
● Understanding of unique challenges that small businesses face in marketing online.

BENEFITS

● Competitive salary and lucrative commission structure.
● Advancement and career opportunities.
● Award-winning recognition and incentive program.
● Medical and dental insurance programs.
● Tuition reimbursement and retirement planning.
● Paid time off.
● Ongoing training and development.
● Casual dress code.



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 Customer Service Representative Sales 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: SL-1501
 
Education :  Higher Secondary
Experience :  1 - 5 Years

Description :  Sales at its finest.... Revana represents many of the world's top brand name companies. Want to give your career in sales a true kick start. This is the place.

We are looking for sales professionals to join our team.

You will receive warm leads and build your business base. Support customer of our client companies in many industries, such as telecommunications, media, retail, credit and financial services, and technology. Business-to-business professional sales.


What were looking for:
Motivation, Passion, Integrity. Those are just some of the attributes valued at Revana. Of course, there are some other requirements too. These include:
6 months experience required; retail sales acceptable
Call center experience preferred
Outstanding telephone and customer service etiquette
Exceptional written and verbal communication skills
High school or equivalent required; college degree a plus
Ability to navigate through several web applications simultaneously
Competency using Microsoft Windows

Becoming a Member of the Revana Team means:
Helping our Fortune 500 clients build their businesses
Nurturing existing business
Prospecting and developing accounts
Contacting new leads
Introducing customers to the best technology products and services provided by industry leaders
Building long-term customer relationships

What we offer:
Competitive salary + lucrative commission structure
Advancement and Career Opportunities (we promote from within whenever possible)
Award-winning Recognition and Incentive Program
Medical and Dental Insurance Programs
Tuition Reimbursement & Retirement Planning
Paid Time Off
Ongoing Training and Development
Discounts at many major retailers & restaurants
Casual dress code

Being a Revana Business Sales Representative can be an exciting, fast-paced career where you can go as far as your ambitions will take you. Revana is looking for people who LOVE making sales and business growth happen. We are a company filled with high energy people with a willingness to put the client's needs first.


Are you ready to accept the challenge? Because Revana is ready for YOU!


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 Sales Executive Sales 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: SL-1502
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Additional requirements include:

1 year of sales experience required; retail sales experience acceptable
B2B sales experience, preferred
Exceptional written and verbal communication skills
High School or equivalent required; a college degree, a plus
Ability to navigate through several web applications simultaneously
Competency using MS Office Windows
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment


Description :  Dynamic, verbally gifted, aggressive Business to Business Sales Professionals, here is your opportunity to reap the rewards of your customer service driven, results oriented approach! Warm Leads Provided! We are looking for fantastic people like you for our North Phoenix, AZ location! We are Revana, a leader in outsourced sales and marketing solutions serving some of the worlds most prestigious brand names. We are seeking Outbound B2B Sales Representatives.

This is an exciting and rewarding opportunity to help our Fortune 500 clients build their business. You will be supporting clients for our partners in many industries, such as telecommunications, media, retail, credit and financial services, technology, automotive, and shipping. Positions are available immediately. Walk-ins are welcome Monday to Friday, 9am-3pm and members of our Revana team will be available to administer candidate assessments and onsite interviews.

We offer the following to successful candidates:

Competitive salary + lucrative commission structure
Advancement and Career Opportunities
Award-winning Recognition and Incentive Program
Medical and Dental Insurance Programs
Tuition Reimbursement & Retirement Planning
Paid Time Off
Ongoing Training and Development
Discounts at many major retailers & restaurants
Casual dress code

We are a company filled with high energy people with a willingness to put the clients needs first. Our ideal candidate loves sales and marketing and is ready for the exciting, fast-paced career where you can go as far as your ambitions will take you. This is your opportunity to be rewarded for your motivation, passion, integrity and results.

Job Responsibilities

The B2B Sales Representative will be engaging in outbound sales, business development and marketing as you succeed in prospecting and developing
accounts.

Additional responsibilities include:

Contacting new leads and nurturing existing customers
Introducing clients to the best technology products and services provided by industry leaders
Building long-term customer relationships

Job Requirements

The B2B Sales Representative must have a desire to meet revenues goals and have outstanding telephone etiquette.



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 Engineer Engineering / Architecture 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: ENG-1290
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  UCCE Escalation Engineer

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Integrated Contact Solutions. We are a Cisco Gold Preferred partner and provider of VoIP UCCE solutions and services and attribute our success to our talented team of professionals who are passionate about the drive for results and providing our clients best in class service with Contact Center solutions. As part of our Managed Services, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.

We are currently seeking an experienced Cisco Unified Communication / TelePresence Escalation Engineer. In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco TelePresence and UC solutions involving the Unified Contact Center Enterprise product suite. You will leverage your knowledge and experience with problem resolution of Cisco TelePresence, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:

SIP, MGCP and H.323 protocols
Voice Gateway and Gatekeeper support and administration
ICM (IPCC, CVP and CTIOS) support and administration
IP Telephony Solution Design and support
Multiple end to end IP broadcast and streaming solutions

Preferred Technical skills and Experience:

2+ years of experience with TelePresence Management Suite Cisco CTS/CXS (Capture, Transform, and Share) and implementation / support of multiple end to end IP broadcast deployments.
2+ years configuring and supporting complex Cisco UC solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS)
Strong experience troubleshooting Cisco Routers and Switches (2600 and 3800 series)
Cisco CSS deployment and support experience
UCCE (IPCC) Enterprise script, design, deployment and/or support experience
H.323, SIP and/or MGCP deployment and support experience
Demonstrated ability to perform complex problem isolation within Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLANs, Bandwidth modeling] and VoIP infrastructures
Experience configuring and troubleshooting Voice Gateways/Gatekeepers
SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful
Cisco Emergency Responder (CER) a plus

Leadership & Certifications:
Cisco Certifications (i.e., CCT TelePresence, CCNA, CCNP, CCIE, etc.,)
Excellent documentation, presentation, and problem solving skills
Excellent communication skills and client-facing skills
Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client
Provide mentoring and support to junior support staff members

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 Other Management / Consulting 2/24/2020 [ APPLY NOW ]
logo_16983.gif TELETECH
Philippines
REF NO: MGMT-0352
 
Education :  Masters Degree
Experience :  5 - 10 Years

Skills :  What we're looking for

Motivation, Passion, Integrity. Those are just some of the attributes valued at TeleTech. Of course, there are some other requirements too. These include:

Proven experience in managing a call center environment
Bachelor's degree or equivalent work experience
Exceptional English written and verbal communication skills
Strong general management knowledge including operations, human capital, facilities and financial management
Ability and desire to excel in a fast-paced work environment
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
Technology acumen and reporting

And some desirable experiences include:
Sales experience
Six sigma knowledge and/or certification


Description :  Associate Director, Customer Experience

Service Delivery Managers

TeleTech Service Delivery Managers play an integral part in support the company's core business. The Service Delivery Manager is responsible for managing the operations of the Service Delivery Center. This includes continuous improvement to operation and financial effectiveness, accountability for employee retention and employee satisfaction, and ensuring the key operational metrics for the program are met. We are looking for that elite team member to help lead our Customer Service oriented team.

What the role really involves

Ensure 100% delivery of all contractual and quality service goals, 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)

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 operationsalreviews 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)

Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Scores
o Service Level Goals
o Quality Goals
o FCR - (First Call Resolution)
o RPC ‐ (Revenue Per Call)
o Maintaining 80% Coaching Action Plan (CAP) utilization

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. 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)

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)

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 solving)

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)



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