Team Lead, Service Delivery

Percepta LLC; México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer experience firm in Mexico City is seeking a Bilingual Team Lead for Service Delivery. In this role, you will motivate your team to meet performance goals and resolve issues while ensuring a quality customer experience. The ideal candidate should possess an associate degree or equivalent experience, with a strong focus on empathetic leadership and time management skills. This position offers a comprehensive benefits package, including performance bonuses and opportunities for professional development.

Servicios

Paid time off (PTO)

Wellness benefits

Tuition reimbursement

Formación

• Demonstrate time management for priority tasks.
• Engage and support team performance in a dynamic environment.
• Handle conflicts with professionalism.

Responsabilidades

• Coach associates to achieve company goals.
• Manage complex tasks and projects.
• Motivate team with coaching and feedback.
• Utilize various tools to accomplish tasks.
• Impact financial health by retaining employees.

Conocimientos

Time management

Empathetic leadership

Customer-focused mindset

Educación

Associate degree or equivalent work experience

Herramientas

Computer systems

Descripción del empleo

Job Description - Team Lead, Service Delivery (047KM)

Your potential has a place here with TTEC’s award-winning employment experience. As a Bilingual Team Lead working onsite in Mexico City, 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 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 Manager of Service Delivery. 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

What You Bring to the Role

• Associate degree, technical school, or equivalent work 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

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)

Visit https://mybenefits.ttec.com/ for more information.
Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

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.