Service Delivery Team Lead: Mentor & Drive Impact

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

Job summary

TTEC in Cape Town, South Africa seeks a Service Delivery Team Lead to guide and coach a frontline group, ensuring quality customer experiences on every call and acting as the first line of management for the team.

You’ll report to the Operations Manager and use your leadership to resolve issues, meet goals, and grow teammates through mentorship, feedback, and performance coaching, while upholding TTEC’s values and culture.

Qualifications

• Must have leadership experience in a call center or operational environment.
• Proven coaching and staff development abilities.
• Strong customer service skills with a focus on quality outcomes.
• Excellent communication and relationship-building skills across levels.

Responsibilities

• Supervise daily activities of a frontline team to meet service levels.
• Provide production and technical support and share best practices across teams.
• Ensure adherence to policies and assist with customer escalations.
• Analyze team performance and deliver feedback and coaching, including call monitoring.
• Motivate and develop the team through engagement and continuous improvement.

Skills

Leadership

Coaching

Customer service

Multitasking

MS Office

Tools

Call center systems

Excel

Word

PowerPoint

Job description

TTEC in Cape Town, South Africa seeks a Service Delivery Team Lead to guide and coach a frontline group, ensuring quality customer experiences on every call and acting as the first line of management for the team.

You’ll report to the Operations Manager and use your leadership to resolve issues, meet goals, and grow teammates through mentorship, feedback, and performance coaching, while upholding TTEC’s values and culture.