Team Lead, Service Delivery | Pasay

TeleTech Holdings, Inc.; Pasay; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

PTO

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TeleTech Holdings, Inc. in Pasay is seeking a Team Lead, Service Delivery to guide a growing group of associates onsite at Five Ecom. You will drive performance, mentor staff, and ensure high-quality customer experiences across client engagements.

You bring an associate degree and strong people leadership, time management, and problem-solving skills. You will coach, resolve escalations, coordinate training, and work with the Manager, Service Delivery to achieve goals.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Strong time management and decision-making skills.
• Engage and support your team while focusing on overall team performance.
• Demonstrate empathetic leadership by maintaining composure and professionalism.
• Customer-focused mindset to support high standards of accountability and communication.
• Comfortable with computer systems.

Responsibilities

• Motivate your team to meet company and client metric goals and resolve issues.
• Answer associates' questions and guide them to resolve issues; handle escalations.
• Coach associates to achieve goals and provide ongoing feedback and recognition.
• Manage multiple tasks, monitor attendance, payroll, and other administrative tasks.
• Troubleshoot technology issues and support outage processes.
• Influence retention and occupancy through compassionate leadership.
• Report to Manager, Service Delivery and align with team objectives.

Skills

Leadership

Coaching

Customer service

Time management

Education

Associate degree

Job description

Job Description - Team Lead, Service Delivery | Pasay (04EOQ)

Team Lead, Service Delivery | Pasay

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

#LI-Onsite

Primary Location

TTEC is proud to be an equal opportunity employer. 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 not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different