Team Lead, Human Capital Services in Quezon City at TTEC

Date Posted: 4/15/2018

Job Snapshot

Job Description

TeleTech is seeking a Human Capital Services Team Lead to join our Human Capital Services team at our Regional Operating Headquarters, based in Novaliches, Philippines.
Human Capital Services (HCS) is a strategic shared services department established to efficiently manage benefits administration and deliver employee-related services across all the business units of the company. Leveraging on continuous process Improvement, system enhancement and technology advancements, HCS aims to improve the overall employee experience by promoting a more self-serviced HR environment, being scalable and responsive to the needs of our employees and every HC organization globally. The team handles approximately 30,000 interactions every month via our ticket and chat channels.
What you’ll be doing : 

Human Capital Services Team Leads are responsible for a team’s performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and HCS metrics for ticket management, chat and phone time. Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques, monitoring SLA via ticket management and resolution, team meetings, and one-on-ones.

What you’ll bring to us :

Perform advanced level of reporting work requiring professional competency at a Management level
Lead staff in accordance with policies and procedures of TeleTech
Responsible to meet the team productivity, SLA, quality goals, timely WHY resolutions and NPS
Communicate with other Team Leads and reports daily to the HCS Manager
May have additional project and/or initiative work where benefits extend beyond the immediate team

What skills you’ll need :
  • Knowledge in multiple HR disciplines across different geographies (compensation and benefits, employee relationship, legal, etc.)
  • Knowledge of Operations SOP
  • Proficient in MS Office
  • Team Lead Experience
  • Some HR background

Who We Are :

TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients.  Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations.

What We Offer :

•        Competitive salary packages, variable incentive bonus plans

•        100% employer paid HMO coverage for employees

•        Life insurance, wellness programs, onsite clinic

•        Comprehensive health and wellness program, including employee assistance

•        Employee recognition programs, professional development, tuition reimbursement

•        Learning and career growth opportunities via our global footprint

•        Guava pass, shuttles, gym discounts


Notice to external Recruiters and Recruitment Agencies : TeleTech 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. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.


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