Team Lead, Service Delivery

TTEC; Ahmedabad District; Vor Ort; INR 800.000 - 1.200.000; Vollzeit

Zusammenfassung

TTEC in Ahmedabad, Gujarat, India, is seeking a Team Lead, Service Delivery to lead a customer service/operations team on site. You will drive performance, develop team members, and uphold an excellent customer experience. The role requires 1.5–2+ years of Team Lead experience in BPO, strong leadership, and solid English communication skills.

Knowledge of data analysis and MS Excel with Pivot Tables, lookups, and basic formulas will support daily operations. Rotation shifts may apply.

Qualifikationen

• 1.5–2+ years of Team Lead experience in BPO/customer service operations.
• Strong people leadership skills, including coaching, performance management, employee engagement, and handling attendance/reliability concerns.
• Ability to analyze team KPIs, conduct RCA, and create data-driven action plans.
• Basic to intermediate MS Excel skills, including Pivot Tables, Filters, Lookups, and basic formulas.
• Excellent verbal and written English communication skills.

Aufgaben

• Lead and manage a customer service/operations team, drive performance and develop team members.
• Ensure an excellent customer experience and communicate operational updates clearly.
• Report to the Manager and contribute to overall team success.

Kenntnisse

People leadership

Coaching

Performance management

English communication

Data analysis

MS Excel

Ausbildung

Bachelor’s degree in a relevant field

Tools

Pivot Tables

Lookup functions

Filters

Jobbeschreibung

Job Description - Team Lead, Service Delivery (04FME)

Your potential has a place here with TTEC’s award-winning employment experience. As a Chat Customer Service Representative working on site in Ahmedabad, Gujarat (Opp. L.J. Group of Institutes, Off S.G. Highway, Makarba), you’ll be a part of bringing humanity to business. #experienceTTEC

As a Team Lead, Service Delivery in the operations, you’ll be a part of creating and delivering amazing customer experiences for the organization. Lead and manage a customer service/operations team, drive performance, develop team members, and ensure an excellent customer experience.

What You’ll Bring:

• 1.5–2+ years of Team Lead experience in BPO/customer service operations
• Strong people leadership skills, including coaching, performance management, employee engagement, and handling attendance/reliability concerns
• Ability to analyze team KPIs, conduct Root Cause Analysis (RCA), and create data-driven action plans
• Basic to intermediate MS Excel skills, including Pivot Tables, Filters, Lookups, and basic formulas
• Excellent verbal and written English communication skills
• Ability to communicate operational updates clearly using the Issue → Root Cause → Action → Outcome approach
• Strong problem-solving, ownership, and stakeholder management skills

Willingness to work in rotational shifts

Qualifications:

• Bachelor’s degree in a relevant field (or equivalent experience)
• 2 years of experience handling a team
• BPO industry experience is a plus
• Excellent English communication skills, both written and verbal

What You Can Expect

Knowledgeable, encouraging, supportive, and present leadership
Diverse and community‑minded organization
Career growth and lots of learning opportunities for aspiring minds
And yes...all the competitive compensation, performance bonus opportunities, and benefits you'd expect and maybe a few that would pleasantly surprise you

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam‑enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to the Manager. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the 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 vantage points and for you to bring value to the table in your own unique way.

Employment Requirements:

TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.

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 venture points and allows every individual to bring value to the table in their own unique way.