Manager, Service Delivery Be the spark that brightens days and ignites your career with TTEC's award-winning employment experience. As a Service Delivery Manager working on-site in Mexico City, you'll be a part of bringing humanity to business. What You'll be Doing In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring a quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledging a job well done. You'll report to the Senior Manager, Service Delivery. We're looking for a leader to act as one, encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility. During a Typical Day, You'll Improve key success metrics associated with goals, including Customer Satisfaction Score, Service Level Goals, and Quality Goals. Coach associates 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 manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team. What You Bring to the Role Minimum 1 year call center or equivalent work experience. Continuously promote a performance‑driven culture and always work towards achieving excellence. Engage and support your team in making sure they have the proper tools and systems to accomplish day‑to‑day tasks. Consistently mentor and inspire others. Customer‑focused mindset. Understanding, interpreting, and manipulating data for reporting. What You Can Expect Supportive career and professional development. An inclusive culture and community‑oriented organization where giving back is encouraged. A global team of curious lifelong learners guided by our company values. Paid time off, wellness, and healthcare benefits. A great compensation package, performance bonus opportunities, and benefits that may pleasantly surprise you (e.g., tuition reimbursement). About TTEC TTEC is proud to be an equal‑opportunity employer. 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. Primary Location Mexico City, Mexico (MX-DF-Mexico DF) #J-18808-Ljbffr