Team Lead, Service Delivery

TeleTech Holdings, Inc.; Bacolod; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Paid time off

Wellness and healthcare benefits

Tuition reimbursement

Performance bonuses

Job summary

TeleTech Holdings, Inc. is looking for a Team Leader in Bacolod, Philippines, to motivate a team, meet performance goals, and resolve issues. The role involves coaching associates, managing tasks, and impacting the company's financial health.

The ideal candidate holds an associate degree or equivalent experience, with strong time-management and leadership skills. In addition, TeleTech offers benefits like paid time off and wellness programs, fostering an inclusive workplace.

Qualifications

• Strong time-management skills to prioritize tasks and make timely decisions.
• Demonstrate empathetic leadership while handling conflicts with diverse team members.
• Comfortable with computer systems.

Responsibilities

• Motivate your team to meet performance goals and resolve issues.
• Coach associates and address employee-related issues.
• Impact company's financial health by retaining valuable employees.

Skills

Strong time-management skills

Empathetic leadership

Customer-focused mindset

Education

Associate degree or equivalent work experience

Job description

What You’ll Do

Motivate your team so they meet TTEC and client metric performance goals. Answer associate questions, listen to them, guide them to resolve issues and handle customer escalations while ensuring quality customer experience on every interaction. Serve as the first‑line manager for your team.

Report directly to the Service Delivery Manager and act as a leader, encouraging the team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

Coach associates to achieve company and client goals, address employee‑related issues, and coordinate training on new or revised information related to services, products, or processes.

Manage multiple complex ongoing tasks and projects while monitoring attendance, processing payroll, and performing other administrative tasks.

Motivate and mentor your team with constant coaching and feedback, celebrating successes, and having difficult conversations when needed.

Utilize TTEC and client tools throughout the day, troubleshoot technology issues, and support outage processes.

Impact the company's financial health by retaining valuable employees and influencing drivers such as absenteeism and occupancy.

Be comfortable with computer systems.

What You Bring to the Role

Associate degree, technical school, or equivalent work experience.

Strong time‑management skills to prioritize tasks and make timely, decisive actions.

Engage and support your team, focusing on overall performance in a dynamic environment.

Demonstrate empathetic leadership by staying composed and professional while handling conflicts with diverse team members.

Customer‑focused mindset to maintain high accountability standards, facilitate effective communication, and offer support.

Comfortable with computer systems.

What You Can Expect

Supportive of your career and professional development.

An inclusive culture and community‑mindful organization that encourages giving back.

A global team of lifelong learners guided by company values.

Paid time off, wellness and healthcare benefits, a competitive compensation package with performance bonuses, and benefits such as tuition reimbursement. Visit https://mybenefits.ttec.com/ for more information.

About TTEC

TTEC is a leading global consulting, technology, and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.

Equal Opportunity Employer

TTEC is a proud 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 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 strive to reflect the communities we serve by delivering amazing service, technology, and humanity, ensuring all employees feel valued and comfortable being authentic in the workplace.