Cape Town Service Delivery Team Lead

Ttecjobs; Cape Town; On-site; ZAR 420,000 - 650,000; Full time

Job summary

TTEC is seeking an experienced Service Delivery Team Lead in Cape Town, South Africa to mentor and manage a frontline team delivering exceptional customer experiences. You’ll coach associates, resolve escalations, monitor performance and drive improvements across processes and systems.

Reporting to the Operations Manager, you’ll lead daily activities, balance workloads, foster development, and ensure service levels are met while upholding TTEC’s values and commitment to human-centered customer

Qualifications

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Demonstrated leadership experience in a call center or operational environment, including coaching and developing associates and excellent customer service skills.
• Ability to monitor, develop, and recommend improvements to increase team productivity by providing expert advice and assistance to advocates, as needed.
• Understands upstream and downstream impacts.
• Excellent communication, interpersonal and relationship-building skills in dealing with various levels of staff, leaders and business partners.
• Demonstrated ability to multitask in fast-paced, high-pressure environments, including cross-functional teams.
• Proficiency in technology, call center systems and Microsoft Office programs including Word, PowerPoint and Excel.

Responsibilities

• Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
• Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
• Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
• Analyses the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
• Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
• Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
• Evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
• High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Skills

Leadership

Coaching

Call center ops

Performance mgmt

Communication

Problem solving

Time management

MS Office

Tools

Microsoft Office

Job description

TTEC is seeking an experienced Service Delivery Team Lead in Cape Town, South Africa to mentor and manage a frontline team delivering exceptional customer experiences. You’ll coach associates, resolve escalations, monitor performance and drive improvements across processes and systems.

Reporting to the Operations Manager, you’ll lead daily activities, balance workloads, foster development, and ensure service levels are met while upholding TTEC’s values and commitment to human-centered customer