Team Lead, Service Delivery

Percepta LLC; Lipa; On-site; PHP 670,000 - 915,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Bonus opportunities

Job summary

A leading service delivery provider in the Philippines invites applicants for the Team Lead, Service Delivery position. The role involves coaching and managing associates, ensuring customer satisfaction, and meeting performance goals. Candidates should have an associate degree or equivalent experience, possess excellent time management and leadership skills, and be comfortable using computer systems. The position offers a supportive culture, career development opportunities, and competitive compensation with benefits.

Qualifications

• Ability to prioritize tasks and make informed decisions.
• Experience engaging and supporting teams in dynamic environments.
• Skilled in maintaining professionalism during conflicts.
• Demonstrate empathetic leadership by maintaining composure and professionalism.
• Customer-focused mindset to support high standards of accountability and communication.

Responsibilities

• Coach associates to meet company and client goals.
• Manage multiple ongoing tasks while monitoring attendance.
• Motivate your team with constant feedback and recognition.
• Utilize TTEC and client tools to complete tasks, troubleshoot issues, and support outage processes.
• Impact the financial health by leading with compassion, retaining employees, and influencing occupancy.

Skills

Time management skills

Customer-focused mindset

Empathetic leadership

Empathetic leadership

Education

Associate degree or equivalent work experience

Tools

Computer systems

Job description

Job Description - Team Lead, Service Delivery (04824)

Your potential has a place here with TTEC’s award‑winning employment experience. As a Team Lead working onsite in the Philippines — Cebu, Lipa, Pampanga, Sta. Rosa, 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 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 viewpoints and for you to bring value to the table in your own unique way.