Operations Team Lead Five Ecom Pasay - Work On Site

TTEC; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

TTEC is seeking a Team Lead, Service Delivery to lead an onsite team in Five Ecom, Pasay City. You’ll motivate associates, resolve escalations, and drive performance against client metrics while upholding a high standard of customer experience.

You’ll report to the Manager, Service Delivery and play a pivotal role in coaching, training, and guiding your team toward career mobility within a supportive, inclusive culture.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Time management skills for priority tasks and decisive action.
• Engage and support your team while focusing on overall performance.
• Empathetic leadership with composure and professionalism in conflicts.
• Customer-focused mindset to uphold accountability and clear communication.
• Comfortable with computer systems.

Responsibilities

• Coach associates to ensure achievement of company and client goals while coordinating training on services, products, or processes.
• Manage multiple tasks and projects while monitoring attendance, payroll, and administrative duties.
• Motivate and mentor your team with coaching, recognition, and constructive discussions when needed.
• Utilize TTEC and client tools to complete tasks and troubleshoot issues.
• Impact the financial health of the company by retaining employees and improving occupancy and absenteeism.

Skills

Leadership

People management

Coaching

Communication

Time management

Customer service

Problem solving

Education

Associate degree

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead, Service Delivery working onsite in Five Ecom, Pasay 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 the Philippines 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, 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

• Comfortable with computer systems

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.

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