Deskripsi Pekerjaan
TTEC is seeking a dedicated Team Lead, Service Delivery to join our dynamic team in Manila City, Metro Manila. In this pivotal role, you will report directly to the Manager, Service Delivery. We are looking for a leader who embodies the spirit of the team, acting as a bridge between management and staff to encourage and motivate your team to resolve complex issues efficiently. As a Team Lead, you will oversee daily operations, ensuring service quality meets TTEC's high standards. You will be responsible for coaching, mentoring, and developing your team members to enhance their performance and career growth. Your ability to foster a positive work environment will be crucial in driving team success. You will also handle escalations, analyze performance metrics, and implement process improvements to streamline service delivery. Join us to lead with impact and shape the future of customer experience.
Tanggung Jawab
- Lead, mentor, and coach a team of customer service representatives to ensure high performance and engagement.
- Monitor daily team performance metrics and provide constructive feedback to drive continuous improvement.
- Act as the primary point of escalation for complex customer issues and team disputes.
- Collaborate with the Service Delivery Manager to define team goals, targets, and operational strategies.
- Conduct regular team meetings to align on company objectives and address operational challenges.
- Identify training needs and organize workshops or coaching sessions to upskill team members.
- Ensure compliance with company policies, quality standards, and service level agreements (SLAs).
- Foster a positive, inclusive, and motivating work culture to reduce turnover and boost morale.
Kualifikasi
- Bachelor's degree in any field or equivalent work experience in a customer service leadership role.
- Proven experience as a Team Lead, Shift Lead, or Supervisor in a BPO or Call Center environment.
- Strong leadership skills with the ability to motivate and manage diverse teams effectively.
- Excellent communication skills, both verbal and written, in English.
- Deep understanding of customer service operations, quality assurance, and performance management.
- Ability to work under pressure and handle multiple priorities in a fast-paced environment.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong problem-solving skills and a proactive approach to conflict resolution.