Diretor de OperaçõesBringing smiles is what we do at TTEC… for you and the customer. As a Sales Service Delivery Director working on-site in our TTEC São Paulo office you’ll be a part of creating and delivering amazing customer experiences while you also #experience TTEC, an award-winning employment experience and company culture.
What You’ll be Doing
Looking for an opportunity to manage an overall client relationship with an iconic brand? Do you have a passion to motivate others? You’ll work closely with multiple clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, and playing an active role in developing and motivating your team and motivating them to reach for amazing.
You’ll report to the VP of Operations. We’re looking for a leader to Act as one, as you encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.
During a Typical Day, You’ll

• Ensuring legal compliance of the site

• Support with legal issues, official company representative in the country

• Stakeholder management

• Responsible for site financial health, financial metrics

• Alignment between Ops & support departments

• Best practice sharing and gathering across TTEC globally

• Oversight of KPIs and SLAs

• Ensuring business is run in line with contractual agreements

• Client billing (invoice verification, submission for payment)

• Driving continuous improvement and proactive solutions

• WBR, QBR

• TTEC compliance

• Escalating problems, presenting business cases

• Cooperation with the Client on best practices and new solutions implementation

• Ensuring correct reporting is in place - both regular & ad hoc

• Follow up with TA/HC on their targets and deliverables

• Understanding Brazil business environment, getting to know the competitors

• Business expansion

• Ensuring employee satisfaction, addressing pain points

• Supporting the culture of openness, and diversity inclusion

• Creating development opportunities, ensuring employee growth on each level in the organization

• Ensuring global business goals are acknowledged on a site level

• Control attrition

• Ensure knowledge level is sustained

• Ensure high quality training is in place

• Ensure best in class service for the Client and their customers

• Ensure exceptional new hire experience

• Hosting client visits

• Serving as POC for all site-related questions and matters

• Actively manage communications with clients and business partners to uphold a healthy relationship as well as making sure goals are aligned and needs are being met

• Motivate others by driving client messages to your team, then actively engage and support staff to ensure projects are on track and up to date with the latest information

• Improve key success metrics associated with goals (such as forecasting accuracy, revenue and margin goals, satisfaction scores, call volume projections, contractual bonus goals, and contractual client metric goals)

What You Bring to the Role

• Bachelor’s degree

• Minimum 5 years scaled complex Sales leadership experience

• Solid customer issue resolution ability and strong quantitative analysis skills are desired.

• An aptitude for multi-discipline management in a fast-paced, ever changing, high stress environment.

• Self-starter and able to proactively address issues and challenges with little or no direction.

• Proven ability to lead, coach, develop and discipline a large group of employees.

• Ability to present and propose ideas, best practices and business methodologies to external and internal client base.

• Excellent communication skills both verbal and written.

• Ability to travel with little notice.

• Continuously promote a performance-driven Sales culture and always work towards reaching for amazing

• Consistently mentor and inspire others

• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

• Customer focused mindset

What You Can Expect

• Supportive of your career and professional development

• An inclusive culture and community minded organization where giving back is encouraged

• A global team of curious lifelong learners guided by our company values

• Ask us about our paid time off (PTO) and wellness and healthcare benefits

• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit for more information.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#LI-(Onsite) - Avenida Paulista No. 2.064, Floors 17 – 20, São Paulo, Brazil

Primary Location

: BR-SP-Sao Paulo

Job

: Operations / Business Support