Team Lead, Service Delivery

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

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead, Service Delivery working onsite in Lipa City, Batangas, Philippines 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 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.

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

#LI-Onsite