Team Lead, Service Delivery

Key Responsibilities:

1. Team Supervision:
• Lead, motivate, and mentor a team of customer service agents to meet and exceed performance goals.
• Monitor individual and team performance, provide regular feedback and performance evaluations.
• Address issues such as attendance, discipline, and behavior, maintaining a positive and productive team environment.
2. Operations Management:
• Ensure that the team consistently meets KPIs (Key Performance Indicators) such as service levels, quality, customer satisfaction, and first-call resolution.
• Review and analyze team performance data and reports, ensuring adherence to SLAs (Service Level Agreements).
• Coordinate with other departments (training, quality, HR) to implement improvements and resolve challenges.
3. Quality Assurance:
• Conduct regular quality audits of team members' calls, chats, emails, or other communication forms.
• Provide constructive feedback to agents for performance improvement.
• Implement coaching sessions for agents based on performance metrics and customer feedback.
4. Reporting & Communication:
• Report team performance metrics, issues, and progress to senior management regularly.
• Communicate important operational changes, procedures, or updates to the team.
• Foster open communication between agents and management.
5. Team Motivation & Retention:
• Maintain a positive work culture by recognizing achievements and encouraging teamwork.
• Implement strategies to reduce attrition and enhance employee engagement.
• Organize team-building activities to enhance morale and camaraderie.
6. Process Improvement:
• Continuously assess and suggest improvements to existing processes, procedures, and workflows.

Ensure adherence to operational guidelines and contribute to the enhancement of team processes.

• Skills:
• Strong leadership, coaching, and team management skills.
• Excellent communication skills, both verbal and written.
• Problem-solving abilities and conflict resolution skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office Suite and CRM software.
• Ability to analyze data, produce reports, and drive performance through metrics
• Strong customer focus and commitment to high-quality service.

Desired Traits:

• Assertive, empathetic, and approachable.
• Adaptability and openness to change.
• Strong decision-making and delegation skills.
• Passion for mentoring and developing team members.
• Ability to handle pressure and remain calm during stressful situations.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.