Job Description
At TTEC, were all about the Human Experience. Elevated. As a Temporary Senior Operations Analyst, youll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
What Youll be Doing
Have a passion to solve work related puzzles? Are you looking for an opportunity to experience something new each day? In this role, youll manage the team responsible for monitoring performance, provide insights and recommendations relating to program performance indicators and program metrics. Youll also monitor performance and provide insights and recommendations.
Youll report to the Operations Manager. Youll impact the business, the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations.
During a Typical Day, Youll
Develops positive relationships
Complete Change Requests accordingly, including reviews of impacts to all departments and Contractual Alignment.
Detail-oriented management across multiple databases necessary to provide real-time support and feedback
Manage day-to-day operations, process, and reporting
Ensure associates have the tools, systems, and support needed to reach for amazing
Manage sending reports efficiently on daily coaching packages containing sales data report, enrollments, net promote scores, quality evaluations, open eligibility requests and escalations
Audit and validate sales results and performance scores
What You Bring to the Role
Preferably with 2-3 years experience in a leadership role.
Background in Team Management and Client Relations
Ability to work independently and create detailed documentation
Ability to process data accurately and put together team statistics and daily reports and templates.
Initiative and resourcefulness in finding solutions to address on demand requests
High analytical skills to identify program trends, outliers, and performance behaviors
Proficient in Microsoft Excel, Word and Office applications and experience in utilizing Zoom, Microsoft Teams and Outlook
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
About TeleTech
Our business is about making customers happy. Thats all we do. Since 1982, weve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the worlds leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TeleTech is proud to be an equal opportunity employer. TeleTech embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture 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.