job description
Are you a natural leader with a passion for driving operational excellence in customer service? TTEC is seeking a dynamic Service Delivery Team Lead to join our high-performing team in Bali, Indonesia. This is your opportunity to step into a pivotal role where you’ll mentor, motivate, and manage a team of customer service professionals while gaining hands-on experience in service delivery leadership.
In this role, you’ll oversee daily operations, ensure service level agreements (SLAs) are met, and foster a culture of continuous improvement. You’ll collaborate with cross-functional teams to optimize processes, resolve escalations, and deliver exceptional customer experiences. If you thrive in fast-paced environments and are eager to develop your management skills in a global organization, this is the perfect next step in your career.
At TTEC, we empower our leaders to innovate, grow, and make a tangible impact. Join us and be part of a company that values excellence, collaboration, and professional development.
Responsibility
- Team Leadership: Lead, coach, and mentor a team of customer service representatives to achieve performance targets and KPIs.
- Operational Oversight: Monitor daily operations to ensure adherence to SLAs, quality standards, and company policies.
- Performance Management: Conduct regular performance reviews, provide constructive feedback, and implement improvement plans.
- Process Optimization: Identify inefficiencies in workflows and collaborate with stakeholders to implement best practices.
- Escalation Resolution: Handle complex customer escalations and ensure timely, satisfactory resolutions.
- Training & Development: Organize training sessions to upskill team members on new tools, processes, and soft skills.
- Reporting & Analytics: Generate and analyze performance reports to track metrics and drive data-informed decisions.
- Stakeholder Collaboration: Work closely with HR, Quality Assurance, and other departments to align on goals and initiatives.
Qualifications
- Proven Leadership: Minimum 3+ years of experience in a supervisory or team lead role within customer service, call centers, or BPO industries.
- Industry Knowledge: Strong understanding of customer service operations, SLAs, and performance metrics (e.g., CSAT, AHT, FCR).
- Communication Skills: Exceptional verbal and written English proficiency with the ability to articulate ideas clearly.
- Problem-Solving: Demonstrated ability to analyze issues, think critically, and implement effective solutions.
- Tech-Savvy: Proficiency in CRM systems (e.g., Salesforce, Zendesk), MS Office, and call center software.
- People Management: Experience in coaching, conflict resolution, and team motivation.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
- Education: Bachelor’s degree in Business Administration, Management, or related fields (or equivalent work experience).