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TTEC Logo TTEC · Customer Service

Team Lead, Service Delivery

Philippines, Lipa City · Job Posted January 26, 2026
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Job Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Lead working onsite in locations in the Philippines such as Cebu, Lipa, Pampanga, Sta. Rosa, you’ll be a part of bringing humanity to business. #experienceTTEC. 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 Manager, Service Delivery. 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.

Job Responsibility

  • 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

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
  • Customer-focused mindset to support high standards of accountability, facilitating effective communication, and providing support, helping to maintain a realistic outlook
  • Comfortable with computer systems

What we offer

  • 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
  • Paid time off (PTO) and wellness and healthcare benefits
  • A great compensation package and performance bonus opportunities
  • Tuition reimbursement
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