Supervisor, Service Delivery

teletech; Austin (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TTEC is seeking a Team Lead to motivate and guide a customer experience team, reporting to the (INSERT MANAGER ROLE). This role may be remote, onsite, or hybrid as needed by the business.

You will focus on coaching, resolving issues, and achieving client metrics while developing your team’s skills and career mobility.

Qualifications

• 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

Responsibilities

• Lead and mentor the team to meet client and company metrics.
• Coach associates to ensure achievement of goals and coordinate training on new information.
• Manage multiple tasks and payroll alongside administrative duties.
• Provide ongoing coaching, feedback, and recognition to the team.
• Utilize client tools and applications to complete daily tasks and troubleshoot issues.
• Influence team performance and employee engagement.

Skills

Leadership

Coaching

Empathetic leadership

Time management

Communication

Education

Associate degree

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead working (remotely OR onsite OR hybrid as needed by the business) in (INSERT CITY, STATE/COUNTRY), 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? 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 (INSERT MANAGER ROLE). 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 (updated)

• 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 - Update based on location

• 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)

Use if US based role: Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

Use if Non US based role: Visit https://mybenefits.ttec.com/ for more information.

The anticipated range is (Update Compensation/Range). Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

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