Team Lead, Service Delivery

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

Job Description - Team Lead, Service Delivery (04F0N)

Description - Internal

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Team Lead in Cape Town, South Africa you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. You'll want to get in on the ground floor as many of our early employees in other markets have seen expedited career growth with TTEC.

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.

Job 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.
• Consistently analyzes 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.
• Consistently 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.

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

Ideal 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

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 vista points and allows every individual to bring value to the table in their own unique way.

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 vista points and allows every individual to bring value to the table in their own unique way.