Team Lead, Service Delivery

Percepta LLC; Cape Town; On-site; ZAR 350 000 - 450 000; Full time

Job summary

A leading service delivery company in Cape Town is seeking a Team Lead, Service Delivery to guide a focused team. This role involves coaching associates, managing daily operations, and ensuring quality customer experiences. The ideal candidate will have an associate degree or equivalent experience, along with passion and skills in leading and mentoring. This position offers competitive compensation and opportunities for career growth within a diverse and inclusive environment.

Benefits

Competitive compensation

Performance bonus opportunities

Career growth and learning opportunities

Qualifications

• Ability to engage and support the team with proper tools.
• Strong communication skills for mentoring and inspiring others.
• Passion for leading, coaching, and motivating a team.

Responsibilities

• Coach associates to achieve company and client goals.
• Manage multiple ongoing tasks and monitor team attendance.
• Motivate and develop the team with integrity and transparency.

Skills

Leadership and mentoring

Time management

Customer-focused mindset

Computer savvy

Education

Associate degree or equivalent work experience

Job description

Job Description - Team Lead, Service Delivery (047UP)

Description - External

Your potential has a place here with TTEC’s award-winning employment experience. As an Operations Analyst working as a Team Lead working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call 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 you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

• Coach associates to ensure achievement of 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
• Bring your time management and organizational skills to manage multiple, complex, on ‐ going tasks and projects while monitoring absence and attendance of your team
• Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Computer savvy

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC
Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in

TTEC is proud to be an equal opportunity employer. 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 strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.