Team Lead, Service Delivery

External Job Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Service Delivery - Team Lead working hybrid the United Kingdom, Leeds, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees spoke. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United Kingdom says it all!

Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll motivate your team to make sure they're on track to meet both TTEC and client metric performance goals. You'll answer associate's questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as you're the first-line manager for your team.

• Coach associates to ensure the 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 and projects
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks
• Motivate and mentor your team by providing regular and structured coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed
• Utilize numerous TTEC and client tools and applications throughout your day to accomplish required tasks. Troubleshoot technology issues and support outage processes
• Impact the financial health of our company as you lead with compassion, help retain our most valuable assets, our employees, and influence drivers including absenteeism, correct payroll information and other commercial metrics
• Manage your teams work load effectively and proactively, ensuring high levels of productivity are delivered from on site and working from home employees
• Work collaboratively with the operational leadership and engagement team driving high levels of engagement and buy in from you and your team

• 3+ Years of Team Leader customer service experience.
• Utilize time management skills for priority tasks to make informed decisions, ensuring timely and decisive action.
• Engage and support your team while focusing on the overall team performance in a dynamic environment.
• Demonstrate empathetic leadership by maintaining composure and professionalism while handling conflicts with diverse team members.
• Customer-focused mindset to support high standards of service delivery and personal accountability.
• Effective communication fostering a positive approach and team outlook.
• Proficient in most Microsoft packages and generally tech savvy.

• Supportive of your career and professional development.
• An inclusive culture and community minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by our company values.
• Performance bonus opportunities.
• Private Medical Insurance from day one.
• 25 Days of Annual leave + 8 Bank Holidays.
• Added benefits from the current client.
• Frequent Brand engagement days hosted on site, featuring Engaging in person brand updates, refreshments, and branded merchandise during your working day.
• The opportunity to take part in VWG Head Office visits including hosted sessions and tours with support from VWG teams, a valuable networking opportunity with all expenses covered.
• Quarterly product and business updates, giving early access to upcoming models, launches, and brand developments before they are released to the public.
• Opportunities for international travel to attend product updates and new model launch events.
• Access to on site VWG vehicles through the EV Experience Program, including the opportunity to view and take vehicles home.
• Regular TTEC engagement days with themed activities designed to strengthen teamwork, collaboration, and foster a positive culture.
• Dedicated engagement budgets to support team activities, host VWG clients, and deliver high quality engagement experiences for your teams.
• On site…