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Senior Manager, Sales Service Delivery job in Kraków at Teletech

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Senior Manager, Sales Service Delivery at Teletech

Senior Manager, Sales Service Delivery

Teletech Malopolskie-Krakow, PL Full Time
Required languages: English
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Senior Sales Delivery Manager
Drive sales, manage day-to-day program operations and develop a positive relationship with key client contacts.
Manage and grow teams, Sales Managers will use coaching, motivation skills with an emphasis on using the Sales Management skill set.
Responsible for working with all facets of the respective business including sales, marketing, operations, finance and analytics.
Maintains a direct line of communication with the Director of Program Sales, (or Executive Director of Program Delivery) and his or her management peers in order to maintain a consistent work effort across all program sales teams.
Maintains a relationship with the partner and assist in the overall program management. The primary purpose of this role is to grow sales and the overall value and longevity of the client relationship and drive profitable sales for both TTEC and its partner(s). The Senior Sales Delivery Manager will manage and work under limited supervision.

Key Performance Objectives
What will you do?
● Be responsible for the team achieving their revenue targets along with other contractual and secondary KPIs
● Create and implement sales strategies to achieve team productivity expectations, and adjust them on a quarterly basis to address current quarter’s focus areas
● Set and communicate goals to Sales Managers, set them up for success through guidance, coaching and general development
● Communicate with the Client through business reviews, 1 :1 meetings, emails and chats; present in-depth knowledge of the operations and deliver detailed insights through self-developed slides
● Establish a clear communication cadence with direct and indirect reports
● Hold team meetings to review previous performance and future improvement planning to include action plans
● Improve the key success metrics associated with goals including but not limited to :
● Customer, Employee, and Client Satisfaction Scores
● Client Sales Goals
● Quarterly Revenue and Margin Goals
● Absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, retention, and project profitability (support quarterly and annual budget discussions)
● Gather information, analyze data, observe the process, and lead the effort to consistently improve processes and contractual performance metrics
● Create and maintain a good relationship with the Client including driving strategic discussions for the program and the site, ensuring Client’s expectations are met and guaranteeing long-term Client satisfaction
● Add value to the Client’s business by proposing and implementing proactive solutions, driving operational excellence and innovation
● Ensure alignment with internal compliance metrics, and compliance with country legislation/regulations, TTEC's internal policies and procedures to understand, oversee, and prevent and/or minimize potential liability
● Help Sales Managers to set realistic and measurable goals, and develop reward program(s) as needed
● Address performance issues
● Act as a middleman between Sales Managers and the Client, escalate issues as appropriate; offer clear and objective alternatives
● Create an atmosphere of openness and collaboration
● Identify and manage all system level issues including the scope of problems and relative urgency; assist as necessary in isolating the root cause of problems and implementing solutions to ensure problems have been addressed, including systems troubleshooting
● Collaborate with internal support departments (Training, Recruitment, HR, IT)


Passionate about sales supported by previous sales experience and good understanding of sales techniques
Experienced at working with sales targets
Experienced at managing phone operations
Demonstrating good product knowledge (Google Ads, online marketing) in order to effectively guide Sales Managers
Innovative, delivering proactive solutions
Flexible and able to adapt to a changing environment
Data driven and analytical

What you’ll also need :
Strategic thinking
Continuous improvement mindset
Business acumen
Change management
Result orientation along with a can-do attitude
Excellent prioritization and time-management skills
Excellent communication skills
Strong attention to detail
Fluency with Excel/Google spreadsheets
Negotiation skills
Problem solving
Proven success with developing team members
Leadership and coaching skills
Staff development
High level of integrity, judgment and follow through
Risk management
Team orientation, collaboration
Openness to feedback
Strong understanding of TTEC's business, core values, and goals
Ability to lead and partner successfully with teams, management and client
Ability to manage multiple, complex, on‐going tasks and projects
Proficient in English, both written and verbal
Experience with managing leaders

Bachelor’s degree or equivalent combination of education and experience.
Experience in BPO and Service Operations.
Minimum 3 years of sales leadership (experience in managing teams of at least 40 people) and order management experience required.
Familiarity with distribution operations, sales operations, marketing, business analysis and financial profit and loss experience strongly desired

Notice to external Recruiters and Recruitment Agencies : TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .

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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on


Recommended Skills

Business Acumen
Strategic Thinking
Time Management
Coaching And Mentoring

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Job ID: 02YYN