Team Lead Service Delivery

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

Benefits offered by this job

Paid Time Off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC Araneta is seeking a Team Lead to manage and mentor a travel-focused operations team onsite in Quezon City. You will guide associates toward meeting client metrics, resolve escalations, and ensure high-quality customer experiences across interactions.

This role emphasizes hands-on leadership, training, and ongoing performance coaching. The ideal candidate brings travel industry experience with GDS tools, strong decision-making and empathy, and a customer-first mindset.

Qualifications

• Experience in travel operations with hands-on use of GDS tools and platforms.
• Ability to manage priorities and make informed decisions in a dynamic environment.
• Strong communication and coaching skills to develop team performance.

Responsibilities

• Coach associates to meet company/client goals and coordinate training.
• Manage multiple tasks, monitor attendance, payroll, and admin duties.
• Provide coaching and feedback, recognize successes, and have difficult conversations.
• Lead with compassionate leadership to influence career mobility and performance.
• Familiarity with computer systems and enterprise tools used for operations.

Skills

Travel industry experience

GDS tools familiarity

People leadership

Time management

Empathetic leadership

Customer-focused mindset

Education

Associate degree or equivalent work experience

Tools

Global Distribution Systems (GDS)

Job description

Job Description:

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead working onsite in TTEC Araneta, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Do

Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? Youll motivate your team to make sure theyre on track to meet both TTEC and client metric performance goals. Youll answer associates questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as youre the first-line manager for your team.

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
• Relevant work experience within the Travel Industry, including hands-on experience using Global Distribution Systems (GDS) tools and platforms in travel operations
• 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 youd 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. Thats all we do. Since 1982, weve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the worlds 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 vistas and for you to bring value to the table in your own unique way.

#LI-Onsite