What you'll do
- Motivate your team to meet metric performance goals
- Answer associates' questions and guide issue resolution
- Handle customer escalations ensuring quality experience
- Coach associates on company and client goals and training
- Manage multiple tasks including attendance, payroll, and admin
- Provide coaching, feedback, and recognition to your team
- Utilize client and company tools and troubleshoot technology issues
- Lead with compassion to influence employee retention and attendance
Key requirements
- Team leadership with coaching and mentoring skills
- Performance and time management abilities
- Customer service management orientation
- Payroll processing and administrative task management
- Use of operational tools and applications and technology troubleshooting
- Employee engagement and support skills
- General Studiespreferred
Benefits
- Supportive leadership and career development opportunities, inclusive culture with community focus, competitive compensation package with performance bonuses, paid time off, wellness and healthcare benefits, and tuition reimbursement.
About the job
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Sales Service Delivery Team Lead working on site in Athens, you’ll be a part of bringing humanity to business. #experienceTTEC
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 both TTEC and client metric performance goals. You'll answer associate's questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as you're the first-line manager for your team.
You’ll report to the Senior Sales Manager. We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
- Coach associates to ensure the achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products, or processes of projects
- Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks.
- Motivate and mentor your team by providing constant coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed
- Utilize numerous TTEC and client tools and applications throughout your day to accomplish required tasks. Troubleshoot technology issues and support outage processes
- Impact the financial health of our company as you lead with compassion, help retain our most valuable assets, our employees, and influence other drivers including absenteeism and occupancy
What You Bring to the Role
- Associate degree, technical school, or equivalent work experience
- Promote a performance-driven culture and always work towards reaching for amazing, mentor and inspire others
- Utilize time management skills and manage priority tasks
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Customer-focused mindset
- Comfortable with computer systems
What You Can Expect
- Leaders who are supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- Ask us about our paid time off (PTO) and wellness and healthcare benefits
- And yes... a competitive compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
- Visit https://mybenefits.ttec.com/?manual for more information.
About the company
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.
About the company
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.