Team Lead, Service Delivery

Ttecjobs; Cape Town; Vor Ort; ZAR 450.000 - 600.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Performance bonus

Benefits

Zusammenfassung

TTEC in Cape Town, South Africa seeks a Service Delivery Team Lead to guide frontline associates, coach performance, and ensure a superior customer experience on every call. You’ll report to the Operations Manager and drive team success through active mentorship and issue resolution.

You'll coach, monitor, and develop your team, collaborate with cross-functional partners, and help shape strategies for growth while upholding TTEC’s values and commitment to diversity.

Qualifikationen

• Proven leadership experience in a call center or operational setting.
• Experience coaching, developing and motivating associates.
• Excellent customer service skills and problem solving.
• Ability to multitask in fast-paced environments and manage priorities.
• Strong communication and relationship-building with staff and partners.
• Proficiency with common office software (MS Office).

Aufgaben

• Supervises daily activities of a frontline team to meet service levels.
• Provides production support and coordinates with other teams to improve customer experience.
• Manages escalations and ensures policy adherence.
• Analyzes team performance and delivers feedback and training.
• Motivates and develops the team to improve performance and growth.
• Identifies complex issues, gathers insights and informs strategy.
• Evaluates current state and supports performance-driven business plans.
• Maintains high proficiency with logistics and system functionality, including issue escalation.

Kenntnisse

Leadership

Coaching

Customer service

Multitasking

Communication

MS Office

Tools

Call center systems

CRM

MS Excel

Jobbeschreibung

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... value to the table in their own unique way.