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Team Leader, Service Delivery with English/Dutch



Our business is making customers happy! We’re bringing humanity to business. We're the people and advanced technology behind many of the world's most iconic brands.

Ready to brighten people’s days? Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

You’re instrumental in impacting the client, customer, and employee experience. And our customer experience team is a big reason we’re an award-winning culture and company!

Being part of the TTEC family has its benefits

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    Free career development courses

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    Health & wellness programs

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    Paid time off & work-life balance

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    Community give back events

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    Referral & recognition programs

We’re working hard to earn your smile every day. Whether you work from home or at one of our amazing sites, we have benefits and programs to support you and your family.

Job Details

TTEC has an excellent opportunity for you to deliver outsourced support services to our partner - e-commerce platform that links consumers with numerous partners, manufacturers, and brands, aiming to empower individuals to lead their best lives. Creates an inclusive environment where both consumers and merchandise partners can achieve their aspirations.

As a Team Lead, in our Sofia site, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll Do:

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 goals. You'll answer associate's questions, issues, and customer escalation while ensuring quality customer experience on every call as you're the first line manager for your team. 

You’ll report to the Manager, Service Delivery. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility. 

About TTEC: 

We help global brands provide a great experience to their customers, powered by our combination of humanity and technology. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life. 

As we highly value our employees, we provide:
  • Introductory training aimed at enhancing your Team Lead skills;
  • Additional health insurance and reimbursement for medical and dental services;
  • Food vouchers from the first month + corporate discounts;
  • An inclusive culture and community minded organization where giving back is encouraged;
  • A global team of curious lifelong learners guided by our company values;
  • Collaborating with friendly, driven, and enthusiastic team to thrive in a positive and enjoyable workplace.

Your main responsibilities will include:

  • Develop team, including new hire and on-the-job training, motivation and coaching to reinforce required skills;
  • Ensure schedules are managed efficiently and in a timely, cost effective and accurate manner;
  • Review team performance and delivers monthly performance reviews;
  • Exhibit a thorough understanding of the project business and strategy;
  • Ensure leadership and management of the team in a manner consistent with TTEC's goals, values and objectives;
  • Create a positive work environment that fosters team performance through own work and behavior (lead by example).

We're in search of innovators who embody the following:

  • Fluency in Dutch;
  • Very good English;
  • At least 1 year of experience in a leading position;
  • Promote a performance-driven culture and always work towards reaching for amazing;
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks;
  • Mentor and inspire others;
  • Strong time management skills and the ability to prioritize a busy workload;
  • Strong customer focus and a proactive approach to continuous improvement of the customer experience.

Click on the  Apply  button to let us know about you.

Please send your CV in  English.

All documents will be treated in the strictest confidentiality.

Only short-listed candidates will be invited for an interview.

Location/Division Sofia, BG Job Requisition 03XI3
Apply now
Testimonial Profile

“I feel very empowered. TTEC promotes transparency and teamwork and appreciates new ideas. TTEC believes in creating better professionals and has development programs. How empowered are we that we can earn and learn at the same time?!” Ankit, Senior Manager, Sales Delivery, TTEC India

Position Profile

What makes an amazing customer experience champion? Check it out below!

  • Empathetic listener
  • Helpful
  • Organized
  • Problem solver
  • Digitally savvy
  • Trustworthy

Career growth matters

When you join TTEC, your career path is as individual as you are. As you excel in your selected first role, you may decide that it’s the perfect fit. You’ll grow through added training and become even better. And you may also decide that you’d like to learn new skills or further expand on your previous experience. You’ll work with your manager to craft your personalized career journey. You could include growing into a team lead role, transitioning to training or workforce management, or maybe even recruitment where you’ll be a brand ambassador for that next TTEC affiliate.

Career Path

Our hiring process

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    Step 1 - Apply

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    Step 2 – Assessment

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    Step 3 – Interview

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    Step 4 – Potential job offer

We're excited you're interested in becoming part of our customer experience team. Applying for the role is the first step - and then we’ll be alongside you as you move through the application journey.

Learn more

Life at TTEC

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Whether you like working with clients, customers, or in a business support role, we have a position you’ll rock.

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