Director, Service Delivery
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
Note: Job descriptions are subject to change due to managements discretion at any time.
Date:
March 2004
Location:
Department:
NA OPS
Reports To:
Additional Specific Duties & Responsibilities:
Approximately 50% of travel may be required.
# of Direct Reports
# of Indirect Reports
Titles of Direct Reports
Titles of Indirect Reports
