Team Lead, Service Delivery

Role Summary

The Team Leader (TL) will be responsible for managing a team of approximately 15 agents 
and ensuring consistent achievement of client-defined targets. The role requires a 
proactive, self-driven leader who can independently analyze performance, drive 
engagement, and deliver results with minimal supervision. 
Key Responsibilities

People Management & Engagement

• Lead and manage a team of ~15 agents, fostering a high-performance and high
engagement culture. 
• Drive team motivation, ownership, and accountability through regular coaching and 
feedback. 
• Proactively manage absenteeism and attrition within the team through effective 
engagement and timely interventions. 
• Identify early indicators of disengagement or performance risk and take corrective 
action.

Performance Management & Client Delivery

• Own and consistently deliver team performance across all client KPIs, including 
CSAT, AHT, CPH, and Quality. 
• Ensure client deliverables are met without exception, while maintaining required 
service and quality standards. 
• Translate client expectations and performance targets into clear, actionable goals 
for the team. 
• Act as the first level of escalation for performance or delivery-related issues.

Operational Ownership & Analysis

• Demonstrate a proactive approach to problem-solving, anticipating issues before 
they impact delivery. 
• Independently analyze team performance data and identify trends, risks, and 
improvement opportunities. 
• Drive corrective and preventive actions based on insights from performance 
metrics. 
• Ensure adherence to client processes, internal policies, and compliance 
requirements.

Skills & Competencies

• Strong people leadership and coaching capabilities 
• Proven ability to manage and improve KPIs such as CSAT, AHT, CPH, and Quality 
• High ownership mindset with a proactive and solution-oriented approach 
• Strong analytical capability with the ability to perform independent analysis 
• Excellent communication and stakeholder management skills 
• Computer savvy

Preferred Experience & Qualifications

• Prior experience as a Team Leader or in a similar people management role (BPO / 
contact center preferred) 
• Clear understanding of Team Leader responsibilities and client delivery 
expectations 
• Experience managing performance metrics, absenteeism, and attrition

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.