Onsite Team Lead, Service Delivery – Drive Customer Experience

TeleTech Holdings, Inc.; Hinoba-an; On-site; PHP 600,000 - 800,000; Full time

Job summary

TeleTech Holdings, Inc. in the Philippines is seeking a Team Lead, Service Delivery to lead and motivate a customer care team onsite in Lipa City, Batangas. You will drive performance against metrics, resolve escalations, and coach associates to deliver outstanding customer experiences.

The role reports to the Manager, Service Delivery and requires strong leadership, coaching, and people-management skills in a fast-paced environment.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Strong time management to prioritize tasks and act decisively.
• Ability to engage and support the team and monitor performance.
• Demonstrate empathetic leadership and handle conflicts professionally.
• Customer-focused mindset with effective communication; basic computer skills.

Responsibilities

• Lead and motivate a customer care team to meet metrics and guide issue resolution.
• Answer associates' questions and direct them to resolve issues.
• Manage multiple tasks including attendance, payroll, and other admin duties.
• Provide ongoing coaching, feedback, and recognition to the team.
• Utilize TTEC tools and client applications and troubleshoot issues as needed.
• Drive retention and occupancy by leading with empathy and accountability.

Skills

Leadership

Time management

Coaching

Customer focus

Computer systems

Communication

Education

Associate degree or equivalent

Job description

TeleTech Holdings, Inc. in the Philippines is seeking a Team Lead, Service Delivery to lead and motivate a customer care team onsite in Lipa City, Batangas. You will drive performance against metrics, resolve escalations, and coach associates to deliver outstanding customer experiences.

The role reports to the Manager, Service Delivery and requires strong leadership, coaching, and people-management skills in a fast-paced environment.