Remote Field Technician: Troubleshooting & Client Support

Operations Manager BPO

Remote TTEC

Job Description

Operations Manager - Cape Town
As an Operations Manager / Service Delivery Manager working in Cape Town, you'll be a part of bringing humanity to business. #experienceTTEC
What You'll be Doing
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

We're looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You'll

• Improve the key success metrics associated with goals. These include:

o Customer Satisfaction Score o Service Level Goals o Quality Goals

• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

• Significant Call center management or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

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)
About TTEC
Our TTEC is a leading global consulting, technology and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.

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.

• Title: Operations Manager BPO
• Location: ZA-Western Cape-Cape Town
• Requisition ID: 04F1N
• Other Locations: South Africa

Our client is looking for a dedicated Client Support Specialist to join their entirely remote team. This position is fundamental to providing excellent service and ensuring client satisfaction. You will handle a range of client inquiries, troubleshoot issues, and offer solutions, all while working from the comfort of your home office. We seek an individual who is proactive, communicative, and possesses a strong commitment to customer care. This role offers the flexibility and autonomy inherent in a remote-first culture, supporting a distributed workforce.

About the Role

Our client is seeking a proactive and detail-oriented Remote Client Support Associate to deliver outstanding service to their valued clientele. This position is designed for individuals who excel in a virtual setting and are passionate about providing effective solutions. You will manage client communications, troubleshoot issues, and ensure a seamless experience with our services. Joining as a fully remote team member, you'll be instrumental in building and maintaining strong client relationships, contributing directly to customer retention and satisfaction through exceptional online support and engagement, all within a flexible and supportive remote framework.