Customer Experience Director

hace 16 horas

Bogotá, Bogotá D.E., Colombia Teletech Holdings, Inc. A tiempo completo

About Us

At Teletech Holdings, Inc., our mission is to make customers happy. We've been doing this since 1982 by helping companies build engaged, pleased, and profitable customer experiences powered by humanity and technology.

Our Business

We talk, message, text, and video chat with millions of customers every day on behalf of many leading iconic and hypergrowth brands.

Your Role

We are looking for a Senior Manager - Service Delivery to lead our team in Bogotá, Colombia. As a leader, you will support and motivate managers to meet goals and motivate their teams. You will work to find answers, resolve issues, provide feedback, and know when to escalate to the next level of support while ensuring quality customer experience on every call.

You will report to the Director, Service Delivery. We're looking for a leader who can act as one, encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

Your Day-to-Day Responsibilities

  • Improve key success metrics associated with goals, including Customer Satisfaction Score, Service Level Goals, and Quality Goals.
  • Mentor managers to ensure achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products, or processes of projects.
  • Bring your time management and organizational skills to help support managers on their multiple, complex, ongoing tasks and projects.

Your Qualifications

  • 3 years or more of call center experience or customer service industry experience.
  • Bachelor's Degree or equivalent.
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks.
  • Lead by example and collaborate with your team, management, and clients to contribute to the overall success of your client program.
  • Understanding, interpreting, and manipulating data for reporting.

What We Offer

We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience. In addition to a great compensation package, we also offer:

  • Supportive environment that encourages career growth and development.
  • Inclusive culture and community-minded organization where giving back is encouraged.
  • Global team of curious lifelong learners guided by our company values.
  • Paid time off (PTO) and wellness and healthcare benefits.

About Our Company Culture

We are proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We embrace and are committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

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