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Team Lead, Service Delivery


Posted: 3/18/2020
Job Reference #: 02N9L
Keywords: project

Job Description

Team Lead 


TeamLeads are responsible for a team's performance, development, mentoring, andcoaching to meet and continuously improve both TeleTech and client metrics forinbound and outbound calling. Team Leads focus on team performance providing motivationand support to enhance engagement and success in attaining targets and goals.Team Leads hold team accountable for meeting all performance indicators/metricsusing reporting tools and techniques such as Kronos, empower, monitoring calls,team meetings, and one-on-ones. Team Leads are visible on the floor andavailable primarily for associates questions, issues, and customer escalations;ensure a quality customer experience on every call, resolution of issues,attendance, reliability, and reduction of attrition. Team Leads lead staff inaccordance with policies and procedures of TeleTech. Team Leads primarilysupport a single client to meet /exceed client expectations ensuring billablehours are on track and teams' attainment of hitting goals. Responsible to meetteam productivity and quality goals.  Mayhave additional project and/or initiative work benefiting the entire site.  Communicate with managers and other Team Leads.


 KeyPerformance Objectives


  1. Achieve100% of assigned goals for team. Activelyimplement strategies and initiatives to enable the business to achieve itsobjectives. Communicate the core strategy, goals and targets to the team.  Establish metrics for success, set cleardaily priorities, and drive the team to meet goals. Understand the key businessobjectives, timeframes, and requirements associated with each goal. (Strategic planning, project management,results orientation, business acumen, strategic thinking, enthusiasm)


  1. Manageday-to-day operations, processes, and reporting. Provide leadership, engagement, performance management,communication and development of staff. Visible on the floor, available forteam's questions, issues. Ensure resolution of issues. Schedule and conductregular staff and client meetings. Accountable for staff attendance,reliability, schedule adherence, etc. Responsible for staff scheduling toinclude: work assignments, staff training, breaks, back-up for absentemployees, and shift rotations. (Teamworkand collaboration, problem solving, accountability, people skills, resultsorientation, relationship building)

  2. Improvethe key success metrics associated with quality and goals. These include:

  • Customer SatisfactionScores

  • AHT - (Average HandlingTime)

  • Quality Scores

  • FCR - (First CallResolution)

  • RPC - (Revenue Per Call)

  • 80% Coaching Action Plan(CAP) Utilization

    TLs monitor calls, gather information, analyze data, observe the process, andlead the effort to consistently improve each call and performance. Thisincludes challenging every aspect of the processes.  Ensure quality scores meeting clientrequirements. Recommended changes must be monitored and measured to ensurebottom-line impact to the process. (Dataanalysis, ROI calculations, persuasion, problem solving, strategic thinking,achievement motivation)


  1. Deliverexcellent customer service and communication. Respond to all issues as appropriate. Maintain a positive,respectful and caring attitude. Communicate problems clearly and collaboratewith direct reports/stakeholders that issues will be resolved quickly with aminimum of long term impact. Proactively share all issues with managers andother team leads as needed.  Takepersonal responsibility for problems and solutions. Keep manager apprised ofdevelopments that impact the optimal performance, engagement, development, andprovide counsel and guidance in employee relations matter. (Communication, helpful, conflict resolution, take ownership,enthusiasm, customer focus)


  1. Develop,coach, support, and evaluate the team. Responsiblefor development of staff.  Tracks TTECH Ucompletion rates. Establish realistic team goals and performance objectives.Provide real-time feedback to staff. Hold team accountable for meeting allperformance indicators/metrics, using reporting tools and techniques. Provide constantcoaching to Team Leads, one-on-one sessions, and design action plans to improveperformance. Follow up with action plans and provide career development adviceto staff. (Coaching, achievementmotivation, influence, communication, mentor, judgment, accountability)


  1. Ensureteam has tools, systems, and support needed to perform their job.  Escalatesystem level issues to the appropriate systems/IT support/ vendor team. Clearlyidentify all system level errors including the scope of problems and relativeurgency. Provide clear documentation of problems via e-mail or ticketing systemto the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting,communication,  reporting, attention todetail)

Basic Qualifications


  • Strong understanding of TeleTech's business, core values,and goals

  • Strong verbal and written communication skills

  • Ability to lead and partner successfully with staff andchain of command

  • Proficient English, both written and verbal

  • Great interpersonal skills

  • Open, honest, and empathetic manner when dealing with people

  • Strong attention to detail and desire to follow procedures

  • High customer service orientation

  • Working knowledge of database applications such as MSOffice(Excel, Outlook, PowerPoint), Oracle, Kronos  or ability to learn technology quickly

  • High level of integrity, honesty, and judgment

  • Ability to manage multiple, complex, on-going tasks andprojects

Preferred Qualifications

  • Threeyears in a leadership/supervisory role desired
  • Previousexperience with the following is desired but not required:

  • Experience with a Luxury Brand

  • CustomerRelationship Management (CRM)

  • Automotiveexperience (call center, dealership)

  • Hospitalityexperience

    • Hospitalityexperience

      • Hospitalityexperience
      • Knowledge of call center business

      • Strong coaching skills

      • Data analysis and reporting

      • Action planning







      Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .



      Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer.

Application Instructions

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