Team Lead, Service Delivery

TTEC•Tempe, AZ

2d•$58,000 - $60,000•Onsite

About The Position

Team Lead, Service Delivery at TTEC is an onsite role in Tempe, AZ. This position is a first-line leader on a premium Concierge Support program, guiding a team of associates who provide white-glove, VIP-level service. The role focuses on motivating the team to meet performance goals, answering questions, guiding issue resolution, and handling VIP customer escalations. The Team Lead reports to the Operations Manager and is responsible for encouraging and motivating the team to resolve issues, accomplish goals, and influence career mobility.

Requirements

Associate degree, technical school, or equivalent work experience
Utilize time management skills for priority tasks to make informed decisions, ensuring timely and decisive action
Engage and support your team while focusing on the overall team performance in a dynamic environment
Demonstrate empathetic leadership by maintaining composure and professionalism while handling conflicts with diverse team members
Service-first, customer-focused mindset with a passion for creating memorable, white-glove experiences and holding your team to high standards of accountability
Polished verbal and written communication skills, with the ability to handle sensitive VIP situations with discretion and professionalism
Comfortable with computer systems

Nice To Haves

Experience in hospitality, luxury retail, private banking, financial services, or concierge-style service is preferred

Responsibilities

Coach associates to deliver white-glove, personalized service and achieve 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
Model the concierge standard by listening in on and joining customer interactions, giving real-time feedback on tone, empathy, and ownership
Handle VIP customer escalations with urgency, discretion, and care, making sure every customer walks away feeling valued
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