Director, Service Delivery -Telco (Xico)

Director, Service Delivery - Telco

Director, Service Delivery - Telco, located on-site in Mexico City, you will lead our team at the Mexico City location. This full-time, on-site role is responsible for overseeing all site operations, managing and motivating teams, and ensuring the delivery of key performance indicators (KPIs).

The site director will also maintain customer satisfaction, foster operational excellence, and collaborate with the leadership team to execute strategic initiatives.

What You'll Be Doing

• Oversee all site operations; manage and motivate large teams; ensure KPI delivery; maintain customer satisfaction and operational excellence; collaborate with leadership to drive strategic initiatives.
• Actively manage communications with clients and business partners to uphold healthy relationships and ensure goals are aligned and needs are met.
• Motivate staff by driving client messages to the team and actively engaging and supporting them to keep projects on track and up to date with the latest information.
• Improve key success metrics including forecasting accuracy, revenue and margin goals, client, customer, and employee satisfaction scores, call volume projections, contractual bonus goals, and contractual client metric goals.

What You Bring to the Role

• Strong leadership and team management skills with experience guiding large-scale teams.
• Expertise in operational management, process improvement, and performance optimization.
• Proficiency in project management, strategic planning, and KPI analysis.
• Exceptional communication and interpersonal skills to engage stakeholders at all levels.
• Problem-solving and decision-making abilities in a fast-paced, dynamic environment.
• Familiarity with the telecommunications industry is a plus.
• Bachelor's degree in Business Administration, Operations Management, or a related field is preferred.
• Fluency in English and Spanish is highly desirable.

Benefits and Compensation

• Supportive career and professional development.
• An inclusive culture and community-minded organization.
• An integral team of lifelong learners guided by company values.
• Paid time off, wellness, and healthcare benefits.
• Competitive compensation package and performance bonus opportunities; potential tuition reimbursement.
• Actual compensation offers may vary based on geographic location, work experience, education, and/or skill levels.

Equal Opportunity Statement

TTEC is a proud equal-opportunity employer. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.