Job Description

At TTEC, we're all about the Human Experience. Elevated. As a Senior Manager, Workforce Management (AtHome Mumbai) you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing
Do you have a passion for helping others? Looking to support a team in managing their growth? Bring your passion to lead to help our customer experience team enhance the quality of our client's customer support experience. You'll partner with support vendors (BPOs) and the clients' teams, ensuring our team's quality meets expectations within the rapid growth of our international last-mile logistics platform. You'll work with CSAT, FCR, AHT, and other support metrics and be based in one core BPO Vendor regions, needing to travel to vendor sites.

You'll report to Director. You'll lead by example and work with your team to contribute to the success of your client program.

During a Typical Day, You'll

• Manage multiple sites and ensure performance falls within targets
• Identify and report trends and opportunities using data and onsite observation to improve quality and productivity
• Partner with client's quality assurance team to ensure compliance with new launches policies while identifying training opportunities
• Resolve team and staff behavioral problems, technical issues, and third-party software

What You Bring to the Role

• BA/BS degree in business or related or 4 years' equivalent work experience
• 3+ years' experience supporting operations and managing support indicators such as CSAT
• Comfortable taking a lead role to guide quality improvements across multiple sites with multiple projects
• Analytical and data-driven with experience distilling large datasets to relevant insights (root cause analysis)
• Presentation skills to communicate complex information
• Accuracy-driven and passionate in keeping your work organized

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit www.mybenefits.ttec.com for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.