Team Lead, Service Delivery

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

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC in Tempe is seeking a Team Lead, onsite, to guide a VIP concierge service team delivering white-glove, care-focused support. You will coach, resolve escalations, and ensure performance against client metrics while fostering an engaging, inclusive environment.

You will report to the Operations Manager and drive team success through proactive coaching, performance feedback, and seamless collaboration with cross-functional partners in a dynamic hospitality-inspired setting.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Demonstrated leadership and coaching capabilities in a fast-paced, service-focused environment.
• Ability to manage priorities, resolve conflicts, and maintain professionalism under pressure.

Responsibilities

• Coach associates to deliver white-glove, VIP-level service and achieve goals.
• Model concierge standards by observing calls and giving real-time feedback on tone and ownership.
• Handle VIP escalations with urgency and care to ensure a polished customer experience.
• Manage multiple tasks and projects, monitor attendance, and handle payroll-related duties.
• Mentor and motivate the team with consistent coaching, recognizing successes and addressing difficult conversations.
• Utilize client tools and systems to complete tasks and troubleshoot issues.
• Influence outcomes by supporting retention and occupancy through compassionate leadership.

Skills

Time management

Team engagement

Empathetic leadership

Customer service mindset

Verbal and written communication

Education

Associate degree or equivalent

Job description

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)

Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

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 ...

Primary Location

US-AZ-Tempe