Team Lead, Service Delivery

TTEC Ltd; Leeds; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading customer service provider in Leeds is seeking a Service Delivery – Team Lead to guide their team towards achieving performance goals. In this hybrid role, you will coach associates, handle escalations, and ensure exceptional customer experience. Candidates should have over 3 years of team leadership experience. Join a company that values a supportive workplace culture and offers opportunities to enhance your career.

Qualifications

• 3 Years of Team Leader customer service experience.
• Comfortable with computer systems.

Responsibilities

• Coach associates to achieve company and client goals.
• Handle employee-related issues and coordinate training.
• Monitor team attendance and process payroll.
• Motivate and mentor your team through feedback.
• Troubleshoot technology issues and support outage processes.

Skills

Team Leadership

Customer Service

Conflict Resolution

Time Management

Effective Communication

Job description

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.

• 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
  · 3 Years of Team Leader customer service experience. Utilize time management skills for priority tasks to make informed decisions, ensuring timely and decisive action Engage and support your team while focusing on the overall team performance in a dynamic 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.
• 3 Years of Team Leader customer service experience.
• Utilize time management skills for priority tasks to make informed decisions, ensuring timely and decisive action.
• Engage and support your team while focusing on the overall team performance in a dynamic 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.

Your potential has a place here with TTEC’s award‑winning employment experience. As a Service Delivery – Team Lead working hybrid in the United Kingdom, Leeds, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees spoke. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United Kingdom says it all!