job description
Join TTEC in the heart of Bali and take the next step in your leadership career as a Team Lead, Service Delivery. As a global leader in customer experience and digital transformation, TTEC empowers professionals to drive operational excellence while fostering a culture of innovation, collaboration, and growth.
In this dynamic role, you will lead a high-performing team of customer service professionals, ensuring seamless service delivery, exceeding client expectations, and driving continuous improvement. Based in the vibrant region of Badung, you’ll have the opportunity to work in a modern, supportive environment while enjoying the unique work-life balance that Bali offers.
If you’re a passionate leader with a track record of motivating teams and delivering exceptional results, we want to hear from you. At TTEC, we don’t just offer a job—we offer a career with purpose, development opportunities, and the chance to be part of an award-winning team.
#ExperienceTTEC #LeadWithPurpose #BaliCareers
Responsibility
- Lead, mentor, and coach a team of customer service representatives to achieve KPIs, including service level, quality, and customer satisfaction.
- Monitor and analyze team performance metrics, implementing action plans to drive continuous improvement.
- Ensure adherence to company policies, procedures, and compliance standards in all service delivery operations.
- Collaborate with cross-functional teams to resolve escalated customer issues and enhance service efficiency.
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to foster professional growth.
- Develop and implement training programs to upskill team members and align them with best practices.
- Act as the primary point of contact for client communications, providing updates and insights on service delivery.
- Identify process gaps and recommend innovative solutions to optimize workflow and customer experience.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field (or equivalent work experience).
- Minimum of 3 years of experience in a customer service or call center environment, with at least 1-2 years in a leadership role.
- Proven ability to lead, motivate, and develop high-performing teams in a fast-paced setting.
- Strong analytical skills with the ability to interpret data and drive data-driven decisions.
- Excellent communication and interpersonal skills, with fluency in English (written and verbal).
- Proficiency in CRM systems, Microsoft Office, and call center technologies.
- Demonstrated problem-solving skills and the ability to handle escalations with professionalism.
- Flexibility to work in shifts, including weekends and holidays, as required by business needs.