VIP Concierge 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

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.