Customer solutions managerTTEC

Customer Solutions Manager
Owns methods, procedures, reporting, analysis for each site. They are SMEs for all policies, processes, and products that their site supports.
The main responsibility is to partner with Team Leaders to "Unleash teammate potential in helping our customers solve their problems in the quickest, simplest, and easiest way possible". Accomplish this through review of customer interactions and other data, and then effectively coaching the Teammates to leverage strengths and overcome opportunities. They will also share along with the Team Leader in taking escalations and answering team questions.
To strengthen our GCX leadership team, we are looking to hire a GCX Performance Coach.
The GCX Performance Coach will be responsible for:
Responsibilities:
Drive Cultural Values and ensure teammates demonstrate these in every interaction
Build and maintain strong, trust-based relationships with stakeholders at all levels of the business
Coaching: Utilize coaching model to:
Prepare effectively for monthly Development Planning.
Skillfully coach the teammate in identifying high impact mindset or behavioral strengths and opportunities, as well as, their root cause.
Coach teammates in creating an impactful Action/Development Plan based on root cause.
Coach teammates on-the-job to reinforce and apply Action/Development Plans
Follow up and track actions and progress until the Teammate masters the desired goal (behavior/skill, mindset) and it becomes a natural part of the Teammates daily interactions.
Create and run team level based coaching activities
Quality Reviews
Review the required number of customer interactions assigning appropriate skill level
Use those customer interactions along with other data inputs to identify trends in strengths and opportunities
Attend and engage in required number of Quality calibrations
Customer facing work:
To remain credible and effective in coaching teammates, it is critical that Coaches have regular interaction with the customer. This will be accomplished through:
Taking escalations along with the Team Leader
Modeling for Teammates, allowing them to observe you interacting with the customer
Join teammates in serving our customers if unforeseen situation arises according to business needs
Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer
Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related topics
Be an example of effectively promoting and adopting change
Floor coverage: be available to reply walk up questions
Job Requirements:
A minimum of 6 months plus experience and 2 years CS experience overall
An excellent performance record, maintained and consistent over time
Must be seen as a role model for others
Skilled and passionate about coaching and developing teammate capabilities
Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders.
Knowledge of Microsoft Office programs such as Outlook, Excel and Word
Leaving Cert or equivalent/3rd Level qualification preferred
Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues
Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment
Working knowledge of all Tools, Products, Policies and other related topics.
Be an example of effectively promoting and adopting change
Provide observable departmental learning needs to the Learning Team (Policy / Process/Tools)
Excellent de-escalation skills
Fluent in English essential, other languages an advantage, please note that languages may be required for specific roles/LOB's.
TTEC is proud to be an equal opportunity employer. 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 strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on TTECjobs.com.
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TTEC

Bacolod City, Negros Occidental
Permanent
Full-time