Bacolod, PHL
41 days ago
Customer Solutions Manager
**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/3 rd 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** **_Notice to external Recruiters and Recruitment Agencies_** _: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech._ **Job:** _Operations / Business Support_ **Title:** _Customer Solutions Manager_ **Location:** _PH-Western Visayas-Bacolod_ **Requisition ID:** _033EF_
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