Cape Town Service Delivery Lead

Percepta LLC; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Performance bonuses

Career growth

Benefits package

Job summary

TTEC in Cape Town, South Africa is seeking an experienced Service Delivery Team Lead to guide and coach a frontline team, ensuring a high-quality customer experience on every call. You will report to the Operations Manager and drive engagement, performance and issue resolution across the team.

You will motivate associates to meet goals, handle questions and escalations, and influence career mobility while maintaining strong relationships with partners.

Qualifications

• Proven leadership in a call center or operations environment.
• Ability to coach, develop and motivate associates to meet targets.
• Excellent communication and interpersonal skills across levels.
• Comfort with multitasking in fast-paced settings.

Responsibilities

• Supervises daily activities of a front-line team and provides continual support.
• Offers production and technical support while sharing best practices.
• Handles customer escalations and ensures adherence to policies.
• Analyzes team performance and coordinates feedback/training.
• Motivates the team and uses feedback to improve delivery.
• Identifies problems and contributes to strategy and growth.
• Monitors business state and executes improvement plans.
• Maintains understanding of logistics and system functionality.

Skills

Team leadership

Coaching/mentoring

Customer service excellence

Escalation management

Communication skills

Education

Call center management training

Tools

MS Office

CRM systems

Job description

TTEC in Cape Town, South Africa is seeking an experienced Service Delivery Team Lead to guide and coach a frontline team, ensuring a high-quality customer experience on every call. You will report to the Operations Manager and drive engagement, performance and issue resolution across the team.

You will motivate associates to meet goals, handle questions and escalations, and influence career mobility while maintaining strong relationships with partners.