Senior Manager Operational Excellence

TTEC•Houston, TX

1d•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support. As a Sr. Manager, North American Operations in Houston, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Senior Manager of North American Operations is responsible for developing and managing all client account strategies and ensuring high levels of client satisfaction for assigned programs. This position will jointly execute all Center Strategies to achieve company financial and operational objectives, clients’ Scope of Work contractual deliverables, Service Level Agreement (SLA) metrics, and employee satisfaction expectations. The Senior Manager will partner with Sales/Client Solutions to procure new business and expand current business levels and will have financial accountability for all designated/assigned programs.

Requirements

Bachelor’s Degree in a related field.
6 – 10 years’ work related experience in Operations, preferably in a Call Center environment.

Responsibilities

Overall development of designated business operations, broadening the integration of services across the programs.
Establishes operating procedures consistent with the client requirements, policies and objectives and ensures their execution.
Responsible for building and maintaining relationships with client base and all other business partners, including but not limited to evaluating opportunities for growth, participating in business planning sessions, monitoring and reporting SLA’s, negotiating Statements of Work/Client Rates.
Evaluates the results of program operations regularly and systematically and provides key performance reports to the Executive Director, North American Operations.
Ensures that the responsibilities, authorities, and accountability of the designated departments are defined and understood.
Ensures that organization activities and operations are carried out in compliance with local, state, federal, and country specific regulations.
Ensures the continued positive relationships with the client by building and maintaining key relationships with clients, including but not limited to evaluating opportunities for growth, participating in business planning sessions, monitoring and reporting SLA’s, negotiating Statements of Work, etc.
Provide leadership and direction to the Operation Managers by establishing communications that foster new ideas and innovative approaches; establish development plans utilizing a variety of academic and internal/external learning opportunities.
Responsible for the controllable fiscal health of designated projects.