Team Lead, Service Delivery

TTEC; Windsor; Remote; CAD 62,000 - 65,000; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC in Windsor, Ontario is seeking a Team Lead, Service Delivery to lead a frontline team, drive metric performance, resolve escalations, and ensure quality customer experience across interactions.

You will coach associates, handle payroll and admin tasks, use client and TTEC tools, and report to the Service Delivery Manager. This role offers paid time off, comprehensive benefits, and a competitive compensation package.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Strong time management skills with the ability to prioritize tasks and make timely decisions.
• Ability to support and engage team members while contributing to overall team performance in a fast-paced environment.
• Demonstrate empathetic leadership by maintaining composure and professionalism while handling conflicts with diverse team members.
• Customer-focused mindset to support high standards of accountability, facilitating effective communication, and providing support.
• Comfortable with computer systems.

Responsibilities

• Coach associates to ensure the 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.
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks.
• Motivate and mentor your team by providing constant coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed.
• Utilize numerous TTEC and client tools and applications throughout your day to accomplish required tasks. Troubleshoot technology issues and support outage processes.
• Impact the financial health of our company as you lead with compassion, help retain our most valuable assets, our employees, and influence other drivers including absenteeism and occupancy.
• Comfortable with computer systems.

Skills

Leadership

Time management

Employee engagement

Decision making

Customer-focused

Tech-savvy

Education

Associate degree or technical school

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Team Lead working onsite in Windsor, Ontario, Canada, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Canada says it all!

What You'll Do

Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll motivate your team to make sure they're on track to meet both TTEC and client metric performance goals. You'll answer associate's questions, listen to and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as you're the first-line manager for your team.

You’ll report to the Service Delivery Manager. 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

• Coach associates to ensure the 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
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks.
• Motivate and mentor your team by providing constant coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed
• Utilize numerous TTEC and client tools and applications throughout your day to accomplish required tasks. Troubleshoot technology issues and support outage processes
• Impact the financial health of our company as you lead with compassion, help retain our most valuable assets, our employees, and influence other drivers including absenteeism and occupancy
• Comfortable with computer systems

What You Bring to the Role

• Associate degree, technical school, or equivalent work experience
• Strong time management skills with the ability to prioritize tasks and make timely decisions
• Ability to support and engage team members while contributing to overall team performance in a fast-paced environment
• Demonstrate empathetic leadership by maintaining composure and professionalism while handling conflicts with diverse team members
• Customer-focused mindset to support high standards of accountability, facilitating effective communication, and providing support, helping to maintain a realistic outlook.
• Comfortable with computer systems

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)

#LI-Onsite

The anticipated range is $62,000-$65,000 annually. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. As part of our hiring process, AI-powered tools may be used to assist in the prescreening and evaluation of candidates.

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 venture and for you to bring value to the table in your own unique way.

Title: Team Lead, Service Delivery

Location: Canada

Requisition ID: 04FRE