TTEC Jobs

Vice President, Operations - Mexico

At TTEC, we're all about the Human Experience. Elevated. As the VP, Operations you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Looking for an executive role where you’ll be responsible for managing TTEC’s Operations throughout Mexico? In this role you’ll be responsible for overall leadership for operations fulfilling the expectations we set for our client relationships. You'll achieve success through partnering with internal subject matter experts and incorporate next level operational services into your conversations including consulting, analytics, virtual agents, simulated learning, AI and Automation. Additionally, you’ll be responsible for hiring and developing great people who bring operational framework expertise that deliver innovative solutions yielding extraordinary engagement for our clients and their customers

Reporting to the SVP, Operations LATAM, you'll impact the business through building lasting client relationships and partnering alongside multiple team members to increase revenue.

During a Typical Day, You'll

· Create and actualize the strategy for Mexico in collaboration with the business segment leaders ensuring the business within the region achieves the businesses goals for delivery across TTEC Engage

· Establish and execute upon operating procedures consistent with our Executive Committee policies and objectives

· Focus on people development while driving humanity across Mexico and instilling our TTEC values

· Oversee the operations department to guarantee a fiscally responsible operation as you prepare cost analysis for new business ventures, entailing labor costs, industry trends, suppliers, and potential growth opportunities

· Achieve operational goals by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change

· Meet financial goals by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions

· Position TTEC as an employer of choice within Mexico, while developing our brand and culture

What You Bring to the Role

· 15 years operational leadership experience in a BPO work environment, and related outsourcing operations/business development experience

· Experience leading large-scale operations with 4,000 employees

· Experience in current core procedures and processes within a WAH call center structure

· Understanding of managing account financials to complete projections, manage costs and profitability

· General management experience including operations, human capital, facilities and financial management

· Comfortable working solely and as part of a team in an evolving environment

· Financial acumen with experience running a P&L

· Diversified lines of business across numerous industry verticals

Who We Are:

TTEC is a pioneer in customer experience, engagement and growth solutions. TTEC’s 50,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital, to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

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, 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 every individual to bring value to the table in their own unique way. But don’t take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.

Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately

Title: Vice President, Operations - Mexico

Location: Mexico

Requisition ID: 03R7V