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  Job Position Job Category Posted On Action
 Other Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_18019.gif CORECRUITMENT
United Arab Emirates
REF NO: MGMT-0330
 
Education :  Bachelors Degree
Experience :  5 - 10 Years
Responsibilities :  A brilliant opportunity has arisen for a confident, ambitious and focused individual to join the team in a board-level role this role would be based in the Middle East (Dubai). This is a critical role which requires a self-assured people person to develop clients relationships and advise strategically on the business.

A background in the competitive world of retail specifically with a background in shopping centre/ large scale malls a track record of success and full P and L accountability is completely essential. Other related backgrounds can be considered You will act as the liaison between several international stakeholders and internal divisions constantly driving for improvements in service delivery and expansion into new markets.

Full relocation and living allowance to the Middle East is included in a very competitive package. However for this role specifically some Middle Eastern experience is preferred



Description :  Role: Head of Operations - Retail Business, Based in Dubai
Sector: Management
Location: Dubai
Salary: Market related


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 Other Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_18019.gif CORECRUITMENT
United Arab Emirates
REF NO: MGMT-0331
 
Education :  Bachelors Degree
Experience :  5 - 10 Years

Skills :  The Candidate
1. Multi country / large country experience in either Middle East / Europe.
2. High volume background.
3. Able to hit the ground running be a self-starter but also a great team player.
Role Essential
1. Results driven and results focused with a strategic outlook.
2. Highly numerate and commercial.
3. Excellent negotiation skills, with a focus on fostering positive relationships.
4. Works to deliver the supplier strategy to deliver business benefits.
5. Ability to set and deliver clear and logical plans.
6. Able to review and adapt as business priorities and plans change.
7. Capable of making the right decisions to support business needs short/medium/long term.

Responsibilities :  1. Oversee large team and multiple countries
2. To work within the constraints of the brand, and report regularly on performance against the sales, margin and inventory plans
3. Line planning for seasonal events ,by store , to ensure sales targets are both achievable and realistic , and that space allocated can deliver sales required
4. Maintaining optimal levels of availability to support the needs of the business , and flexing these as appropriate through seasonal peaks and troughs
5. To work with the merchandising teams to deliver or exceed the budgeted category year-end inventory, stock turn and obsolescence targets
6. To manage the product range/new product ranges in line with the critical paths through all areas of the business , in line with the Promotional calendar


Description :  Role: Head of Merchandise - leading Middle Eastern Brand
Sector: Senior Executive
Location: Dubai
Salary: Market related


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 Country Manager Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_18019.gif CORECRUITMENT
Kuwait
REF NO: MGMT-0332
 
Education :  Bachelors Degree
Experience :  5 - 10 Years

Skills :  1. Keen to work for a progressive company where they can take ownership of their development.
2. A proven man-manager who is goals-orientated and has a proven track record of achieving results.
3. Excellent organisational and communication skills.
4. P and L accountability and multi brand management are preferred.
5. Experience of working within a similar quality-orientated retail organization.
6. Concept development and roll out experience.

Responsibilities :  1. A diverse position covering diverse operations with varying elements of retail.
2. Full P and L accountability for your country / business area.
3. Ensuring quality standards in the existing business.
4. Acting as a senior manager in this division and other business streams.
5. Develop concept and drive a culture of constant innovation.
6. Monitor, install/implement new quality benchmarks (best practice) across the business.
7. Effectively open and develop new sites in varied locations.
8. Work effectively with external partners to develop business and new opportunities.
9. Ensure the operations deliver financial objectives.


Description :  Role: Country Manager - GCC - Middle East
Sector: Management
Location: Al Jahra'
Salary: Market related


The Company:
1. A prestigious company with an outstanding reputation for quality within retail
2. Innovation, creativity and a real love of customers are the key elements that have made this company such a success
3. Vibrant culture and training-oriented goals with experienced senior management team you will be given the opportunity to be a part of this team and its strategic development
4. Commercially focused everyone is a performer!




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 Other Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_18019.gif CORECRUITMENT
United Arab Emirates
REF NO: MGMT-0333
 
Education :  Bachelors Degree
Experience :  5 - 10 Years
Responsibilities :  1. Manage an integrated, high quality and proactive business improvement team delivering comprehensive and innovative business solutions that deliver improved value for money
2. Working with the Service Manager deliver on the strategic business improvement plan in line with corporate and service priorities focusing on delivering efficiencies and improved service user experience.
3. Provide expertise and resource to ensure that the departments key business improvement transformation projects are run to time and budget and to a high quality.
4. Support project governance across the delivery unit to ensure that all business improvement projects are joined up and deliver against priority areas.
5. Develop and maintain strong project governance/programme management across the delivery unit to ensure that all major projects are joined up and focus on the priority areas. All programmes must follow the agreed project management protocols and framework and harness the benefits of new business processes and systems and innovative practice to deliver continuous improvement.
6. Act as a champion for innovation and continuous improvement. Scrutinise and challenge all projects and programmes in the Group to ensure continuous improvement acts as a key driver and measurable outcome.
7. Ensure professional standards and best practice is applied when managing major projects.
8. Ensure compliance with the services standards and processes, and operate within the context of the service priorities and principles of increasing user choice and control over the services they receive.

Previous experience or connection in the Middle-East essential.

Company offering FULL family relocation package: Accommodation Allowance + Transportation Allowance + Education Allowance, Annual Tickets, Health Insurance, relocation allowance.


Description :  Role: BUSINESS IMPROVEMENT DIRECTOR - Supermarket Group - Middle East
Sector: Management
Location: Dubai
Salary: Market related



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 Operations Director Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_18019.gif CORECRUITMENT
Oman
REF NO: MGMT-0334
 
Education :  Bachelors Degree
Experience :  5 - 10 Years

Skills :  1. Education to degree level or equivalent.
2. Previous experience within conflict zone.
3. Extensive knowledge of catering services within the contract catering sector.
4. Extensive soft FM knowledge within remote site sector.
5. Extensive knowledge of food supply sourcing, delivery logistics, storage management and food production methodology, food preparation methodology and food point of sale management.
6. Extensive knowledge of retail food sales growth.
7. Extensive knowledge of food health and safety legislation.
8. A high level of numeracy and a full understanding of financial reporting formats and detailed profit and loss statements.
9. The ability to compile annual operating budgets and to conduct effective monitoring and undertake timely, remedial action to achieve targeted profit contributions.

Responsibilities :  1. Overall responsibility for the operational management and delivery of soft services.
2. Financial and commercial responsibility & accountability for the soft service.
3. Formulate and maintain relationships with the catering partner.
4. Communicate and report SLA Monthly Performance Data.
5. Strategically review the catering services, site systems of work, ensuring H&S compliance, auditing, monitoring systems are implemented for accuracy and audit tracking, contract-specific policy and procedures are adhered to.
6. Undertake Food Safety and Health and Safety audits as required.
7. Devise actions plans for improvement with the catering provider.
8. Overall responsibility for the catering services provision in terms of strategy, quality and standards.
9. Responsibility for developing a clear succession plan to ensure continuity of services into the future.


Description :  Role: Operations Director- Remote Site - Oman
Sector: Management
Location: Muscat
Salary: 3.6k - 3.9k per month + Family Package


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 Training Manager Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0344
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Licensing Training Coach

Licensing Training Coaches
Proctors study sessions on site with candidates that have completed the pre-licensing course off site. Performs routine clerical duties, such as filing forms and other records from licensed agents and applicants. Inputs data or correspondence from files as requested within an appropriate time frame. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. The pay rate for this position is $13/hr.
Key Performance Objectives:
Manage the communication
Maintain 100% accuracy of all training completion records and reports
Coordinate day-to-day operations, processes, and reporting; administration for TeleTech global training platform
Learn key business objectives, timeframes, and requirements associated with each training goal and class
Understand and improve the key success metrics associated with each training goal
Deliver consistent customer service and communication
Basic Qualifications:
Strong understanding of TeleTech's business, core values, and goals
Must be Licensed to Sell Health Insurance in your Resident State
Must have previous experience with TeleTech working as a Licensed Health Insurance Agent.
Must be able to work Overtime as required.
Ability to lead and partner successfully with teams, management and client
High level of integrity, judgment and follow through
Strong attention to detail and desire to follow procedures
Strong analytical, verbal and written communications skills
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment
Proficient English, both written and verbal
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Reporting



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 Business Analyst Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0345
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  BSL-Business Suport Liason

TeleTech is now hiring a Seasonal BSL for our Operations Team.
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. Translating specific and complex client goals into highly productive and efficient operations that span the globe is a day-to-day reality for TeleTech operations professionals. As you can imagine, this is a challenging but highly rewarding area of expertise that is central to the success of our clients and our organization. With specialists in program development, asset management, pricing, program ramp-ups, logistical service delivery, and real estate, our Operations team provides a wide range of career-building opportunities that extend from operations strategy to implementation-and everything in-between.
The Business Analyst is a key member of our operations team analyzing performance data, trends, forecasting staffing and resource needs for optimum site performance. The successful candidate must possess exceptional organizational, critical thinking, and data analysis skills.
The Essential Duties of the Reporting Analyst Role include (but of course not limited to):
Is the site-level systems and ID contact between Supplier and the client
Provide system and ID support and readiness
Provide troubleshooting assistance to Agents/Representatives
Coordinate Agent/Representative ID tracking and issuance
Communicate new, termed and changes in Agent/Representative status to the client
Manage system issue tracking, escalation and resolution support
Become a Member of the TeleTech Team
TeleTech has a 30-year history of hiring great people just like you! In fact, our team includes more than 40,000 employees in more than 17 countries worldwide, handling more than 3.5 million customer transactions daily. Its people just like YOU that make TeleTech a great place to work.
What we offer:
And here's the important stuff TeleTech provides our employees with:
Competitive salary
Full time position (40 hours)
Paid Training
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:
BA/BS or equivalent experience
Experience analyzing data
Knowledge of Microsoft Windows applications (Access, Excel, Powerpoint, Outlook, Word)
Excellent organization skills and able to manage multiple and changing priorities
Ability and desire to excel in a fast-paced work environment
Prior call center experience preferred
For more information on the World of Opportunity at TeleTech please visit our website at http://www.hirepoint.com/
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment.
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.
TeleTech is now hiring a Seasonal BSL for our Operations Team.
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. Translating specific and complex client goals into highly productive and efficient operations that span the globe is a day-to-day reality for TeleTech operations professionals. As you can imagine, this is a challenging but highly rewarding area of expertise that is central to the success of our clients and our organization. With specialists in program development, asset management, pricing, program ramp-ups, logistical service delivery, and real estate, our Operations team provides a wide range of career-building opportunities that extend from operations strategy to implementation-and everything in-between.
The Business Analyst is a key member of our operations team analyzing performance data, trends, forecasting staffing and resource needs for optimum site performance. The successful candidate must possess exceptional organizational, critical thinking, and data analysis skills.
The Essential Duties of the Reporting Analyst Role include (but of course not limited to):
Is the site-level systems and ID contact between Supplier and the client
Provide system and ID support and readiness
Provide troubleshooting assistance to Agents/Representatives
Coordinate Agent/Representative ID tracking and issuance
Communicate new, termed and changes in Agent/Representative status to the client
Manage system issue tracking, escalation and resolution support
Become a Member of the TeleTech Team
TeleTech has a 30-year history of hiring great people just like you! In fact, our team includes more than 40,000 employees in more than 17 countries worldwide, handling more than 3.5 million customer transactions daily. Its people just like YOU that make TeleTech a great place to work.
What we offer:
And here's the important stuff TeleTech provides our employees with:
Competitive salary
Full time position (40 hours)
Paid Training
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:
BA/BS or equivalent experience
Experience analyzing data
Knowledge of Microsoft Windows applications (Access, Excel, Powerpoint, Outlook, Word)
Excellent organization skills and able to manage multiple and changing priorities
Ability and desire to excel in a fast-paced work environment
Prior call center experience preferred
For more information on the World of Opportunity at TeleTech please visit our website at http://www.hirepoint.com/
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment.
TeleTech is now hiring a Seasonal BSL for our Operations Team.
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. Translating specific and complex client goals into highly productive and efficient operations that span the globe is a day-to-day reality for TeleTech operations professionals. As you can imagine, this is a challenging but highly rewarding area of expertise that is central to the success of our clients and our organization. With specialists in program development, asset management, pricing, program ramp-ups, logistical service delivery, and real estate, our Operations team provides a wide range of career-building opportunities that extend from operations strategy to implementation-and everything in-between.
The Business Analyst is a key member of our operations team analyzing performance data, trends, forecasting staffing and resource needs for optimum site performance. The successful candidate must possess exceptional organizational, critical thinking, and data analysis skills.
The Essential Duties of the Reporting Analyst Role include (but of course not limited to):
Is the site-level systems and ID contact between Supplier and the client
Provide system and ID support and readiness
Provide troubleshooting assistance to Agents/Representatives
Coordinate Agent/Representative ID tracking and issuance
Communicate new, termed and changes in Agent/Representative status to the client
Manage system issue tracking, escalation and resolution support
Become a Member of the TeleTech Team
TeleTech has a 30-year history of hiring great people just like you! In fact, our team includes more than 40,000 employees in more than 17 countries worldwide, handling more than 3.5 million customer transactions daily. Its people just like YOU that make TeleTech a great place to work.
What we offer:
And here's the important stuff TeleTech provides our employees with:
Competitive salary
Full time position (40 hours)
Paid Training
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:
BA/BS or equivalent experience
Experience analyzing data
Knowledge of Microsoft Windows applications (Access, Excel, Powerpoint, Outlook, Word)
Excellent organization skills and able to manage multiple and changing priorities
Ability and desire to excel in a fast-paced work environment
Prior call center experience preferred
For more information on the World of Opportunity at TeleTech please visit our website athttp://www.hirepoint.com/
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment.
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.
TeleTech is now hiring a Seasonal BSL for our Operations Team.
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. Translating specific and complex client goals into highly productive and efficient operations that span the globe is a day-to-day reality for TeleTech operations professionals. As you can imagine, this is a challenging but highly rewarding area of expertise that is central to the success of our clients and our organization. With specialists in program development, asset management, pricing, program ramp-ups, logistical service delivery, and real estate, our Operations team provides a wide range of career-building opportunities that extend from operations strategy to implementation-and everything in-between.
The Business Analyst is a key member of our operations team analyzing performance data, trends, forecasting staffing and resource needs for optimum site performance. The successful candidate must possess exceptional organizational, critical thinking, and data analysis skills.
The Essential Duties of the Reporting Analyst Role include (but of course not limited to):
Is the site-level systems and ID contact between Supplier and the client
Provide system and ID support and readiness
Provide troubleshooting assistance to Agents/Representatives
Coordinate Agent/Representative ID tracking and issuance
Communicate new, termed and changes in Agent/Representative status to the client
Manage system issue tracking, escalation and resolution support
Become a Member of the TeleTech Team
TeleTech has a 30-year history of hiring great people just like you! In fact, our team includes more than 40,000 employees in more than 17 countries worldwide, handling more than 3.5 million customer transactions daily. Its people just like YOU that make TeleTech a great place to work.
What we offer:
And here's the important stuff TeleTech provides our employees with:
Competitive salary
Full time position (40 hours)
Paid Training
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:
BA/BS or equivalent experience
Experience analyzing data
Knowledge of Microsoft Windows applications (Access, Excel, Powerpoint, Outlook, Word)
Excellent organization skills and able to manage multiple and changing priorities
Ability and desire to excel in a fast-paced work environment
Prior call center experience preferred



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 Team Leader Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0346
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Basic Qualifications
1 -3 years previous Supervisor experience
1-3 years Trainer experience
Strong understanding of TeleTechs business, core values, and goals
Solid verbal and written communication skills
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Great interpersonal skills
A profound open, honest, and empathetic manner while dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
High level of integrity, honesty, and judgment
Ability to manage multiple, complex, on-going tasks and projects

Preferred Qualifications
Knowledge of call center business
Strong coaching skills
Data analysis and reporting
Action planning


Description :  Temporary Team Lead

Team Leads are responsible for a teams performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client metrics for inbound and outbound calling. Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques such as Kronos, empower, monitoring calls, team meetings, and one-on-ones. Team Leads are visible on the floor and available primarily for associates questions, issues, and customer escalations; ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition. Team Leads lead staff in accordance with policies and procedures of TeleTech. Team Leads primarily support a single client to meet /exceed client expectations ensuring billable hours are on track and teams attainment of hitting goals. Responsible to meet team productivity and quality goals. May have additional project and/or initiative work benefiting the entire site. Communicate with managers and other Team Leads.

Key Performance Objectives
1. Achieve 98% of assigned goals for team. Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy, goals and targets 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. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)

2. Manage day-to-day operations, processes, and reporting. Provide leadership, engagement, performance management, communication and development of staff. Visible on the floor, available for teams questions, issues. Ensure resolution of issues. Schedule and conduct regular staff and client meetings. Accountable for staff attendance, reliability, schedule adherence, etc. Responsible for staff scheduling to include: work assignments, staff training, breaks, back-up for absent employees, and shift rotations. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)

3. Improve the key success metrics associated with quality and goals. These include:
Customer Satisfaction Scores
AHT (Average Handling Time)
Quality Scores
FCR (First Call Resolution)
RPC (Revenue Per Call)
80% Coaching Action Plan (CAP) Utlization

TLs monitor calls, gather information, analyze data, observe the process, and lead the effort to consistently improve each call and performance. This includes challenging every aspect of the processes. Ensure quality scores meeting client requirements.

4. Deliver excellent customer service and communication. Respond to all issues as appropriate. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with direct reports/stakeholders that issues will be resolved quickly with a minimum of long term impact. Proactively share all issues with managers and other team leads as needed. Take personal responsibility for problems and solutions. Keep manager apprised of developments that impact the optimal performance, engagement, development, and provide counsel and guidance in employee relations matter. (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)

5. Develop, coach, support, and evaluate the team. Responsible for development of staff. Tracks TTECH U completion rates. Establish realistic team goals and performance objectives. Provide real-time feedback to staff. Hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Provide constant coaching to Team Leads, one-on-one sessions, and design action plans to improve performance. Follow up with action plans and provide career development advice to staff. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)

6. Ensure team has tools, systems, and support needed to perform their job. Escalate system level issues to the appropriate systems/IT support/ vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)

Other Responsibilities
Takes ownership of training/projects assigned, including coordination of supplies, equipment and training materials. Takes a leadership role from conception to completion
Reviews and analyzes clients training materials and recommends necessary changes to provide increased effectiveness. Work with client to incorporate the changes.
Instrumental in testing systems and continually updating training materials as new products are added.
Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes adjusts as needed
Provides training that prepares CSRs to meet their Quality Assurance Scores and Customer Satisfaction Index ratings which in turn impacts customer retention and growth
Consistently demonstrates ability to meet and exceed client metrics in their personal performance. For example: taking monthly calls and meeting qualitys expectations, attending internal and client calibrations, etc.
Ensures TeleTechs policies and procedures are administered honestly, consistently, and with sound judgment
Determine training needs for client-based programs by working with Training Support Services, Operations, and Client to analyze the training needed to meet the project requirements.
Delivers training to meet the client standards
Develop and deliver up-training to meet the site requirements


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 Training Manager Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0347
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Licensing Training Coach

Licensing Training Coaches
Proctors study sessions on site with candidates that have completed the pre-licensing course off site. Performs routine
clerical duties, such as filing forms and other records from licensed agents and applicants. Inputs data or correspondence
from files as requested within an appropriate time frame. Has knowledge of commonly-used concepts, practices, and
procedures within a particular field. The pay rate for this position is $13/hr.
Key Performance Objectives:
- Manage the communication
- Maintain 100% accuracy of all training completion records and reports
- Coordinate day-to-day operations, processes, and reporting; administration for TeleTech global training platform
- Learn key business objectives, timeframes, and requirements associated with each training goal and class
- Understand and improve the key success metrics associated with each training goal
- Deliver consistent customer service and communication
Basic Qualifications:
- Strong understanding of TeleTech's business, core values, and goals
- Must be Licensed to Sell Health Insurance in your Resident State
- Must have previous experience with TeleTech working as a Licensed Health Insurance Agent.
- Must be able to work Overtime as required.
- Ability to lead and partner successfully with teams, management and client
- High level of integrity, judgment and follow through
- Strong attention to detail and desire to follow procedures
- Strong analytical, verbal and written communications skills
- Great interpersonal skills in dealing with a diverse population
- Open, honest, and empathetic manner when dealing with people
- High customer service orientation
- Ability to respect and ensure strict confidentiality of customer data
- Demonstrated multi-tasking capability and proven success in fast paced environment
- Proficient English, both written and verbal
- Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to
learn technology quickly
- Reporting
TeleTech requires all employees hired in the United States to successfully pass a backgroundcheck and drug test as a
condition of employment. TeleTech is an EqualOpportunity Employer.



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 Director Management / Consulting 7/27/2016 [ APPLY NOW ]
logo_16983.gif TELETECH
Philippines
REF NO: MGMT-0348
 
Education :  Masters Degree
Experience :  10+ Years

Description :  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




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