Deskripsi Pekerjaan
Join TTEC as a Team Lead, Service Delivery and unlock your leadership potential in a dynamic customer service environment. This pivotal role offers a unique opportunity to drive operational excellence while developing your management skills in a fast-paced industry. You'll lead a high-performing team of customer service representatives, fostering a culture of accountability and continuous improvement. At TTEC, we empower leaders to make strategic decisions, optimize service delivery processes, and deliver exceptional customer experiences that align with our global standards. This position provides hands-on experience in team management, performance analytics, and stakeholder collaboration, preparing you for advanced leadership opportunities. If you're passionate about mentoring teams and driving measurable results, this is your chance to grow with a global leader in customer experience management.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets
- Monitor team performance metrics and implement coaching strategies for continuous improvement
- Ensure compliance with service level agreements (SLAs) and quality standards
- Handle escalated customer issues and complex inquiries requiring senior intervention
- Develop and implement process enhancements to boost efficiency and customer satisfaction
- Conduct regular team meetings, performance reviews, and one-on-one development sessions
- Collaborate with cross-functional teams to align service delivery strategies
- Manage team scheduling, attendance, and resource allocation effectively
Kualifikasi
- Minimum 2 years of experience in team leadership or supervisory role
- Proven track record in call center or customer service environment
- Strong leadership, communication, and conflict resolution skills
- Proficiency in CRM software and performance analytics tools
- Bachelor's degree in Business Administration or related field preferred
- Ability to thrive in fast-paced, target-driven environments
- Experience in process optimization and quality assurance initiatives
- Knowledge of industry regulations and compliance standards