Team Lead, Service Delivery

Ttecjobs; Tempe (AZ); On-site; USD 58,000 - 60,000; Full time

Benefits offered by this job

Performance bonus

Tuition reimbursement

Healthcare benefits

Job summary

Team Lead, Service Delivery at TTEC in Tempe, AZ leads a VIP concierge support team onsite, delivering white-glove service and mentoring associates to meet client metrics. You’ll handle VIP escalations, coach the team, and collaborate with operations to drive performance.

This on-site role emphasizes empathetic leadership, effective communication, and the ability to manage multiple tasks while maintaining a polished customer experience.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Strong leadership and coaching abilities for a first-line manager role.
• Experience delivering high-touch, VIP customer service.

Responsibilities

• Coach associates to deliver white-glove, personalized service and achieve goals.
• Model concierge standards by reviewing interactions and giving feedback.
• Handle VIP escalations with urgency and discretion while maintaining empathy.
• Manage multiple tasks and projects, monitor attendance, and assist with payroll and admin tasks.
• Provide ongoing coaching, recognition, and difficult conversations as needed.
• Utilize TTEC and client tools to troubleshoot issues and support outages.

Skills

Empathetic leadership

Team coaching

VIP customer service

Conflict resolution

Education

Associate degree

Tools

CRM software

Job description

Job Description - Team Lead, Service Delivery (04F37)

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead working onsite in Tempe AZ, 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 United states says it all!

What You’ll Do

Do you love leading and delivering exceptional service? Looking for an opportunity to learn more about the industry and gain direct management experience? As a first-line leader on our premium Concierge Support program, you’ll guide a team of associates who provide white-glove, VIP-level service built around care, not sales. You’ll motivate your team to make sure they’re on track to meet both TTEC and client metric performance goals. You’ll answer associates’ questions, listen to, and guide them to resolve issues, and personally handle VIP customer escalations while ensuring a polished, personalized experience on every interaction as you’re the first-line manager for your team.

You’ll report to the Operations Manager. 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 deliver white-glove, personalized service and achieve 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

Model the concierge standard by listening in on and joining customer interactions, giving real-time feedback on tone, empathy, and ownership

Handle VIP customer escalations with urgency, discretion, and care, making sure every customer walks away feeling valued

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

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

Service-first, customer-focused mindset with a passion for creating memorable, white-glove experiences and holding your team to high standards of accountability

Polished verbal and written communication skills, with the ability to handle sensitive VIP situations with discretion and professionalism

Experience in hospitality, luxury retail, private banking, financial services, or concierge-style service is preferred; 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 benefit

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)

The anticipated range is 58,000-60,000. 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 vista points and for you to bring value to the table in your own unique way.

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 ...