Team Lead, Service Delivery

Teletech Holdings, Inc.; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global customer service company in Cape Town is seeking an Operations Analyst to lead a team, ensuring quality customer service and fostering team development. The ideal candidate has a passion for mentoring and a customer-focused mindset. This role offers competitive compensation, a performance bonus, and numerous learning opportunities.

Benefits

Competitive compensation

Performance bonus opportunities

Career growth opportunities

Qualifications

• Passion for leading, mentoring, and coaching.
• Experience in managing and motivating teams.
• Ability to deal with customer escalations and issues.

Responsibilities

• Coach associates to achieve company and client goals.
• Manage absence and attendance of your team.
• Motivate and develop your team effectively.

Skills

Leadership

Coaching

Time Management

Customer Focus

Integrity

Education

Associate degree or equivalent work experience

Job description

Your potential has a place here with TTEC's award-winning employment experience.

What You'll Be Doing

As an Operations Analyst working as a Team Lead onsite in Cape Town, South Africa, you'll be a part of bringing humanity to business.

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, encouraging and motivating your 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.

TTEC is proud to be an equal opportunity employer. We embrace and are 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 viewpoints and allows every individual to bring value to the table.

• , 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 embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.