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About the Role
As a Team Lead, you will be responsible for creating and delivering amazing customer experiences. You will prepare individuals for success by teaching skills, reinforcing knowledge, and assessing readiness, while creating an engaging environment that supports performance and retention. You will motivate your team to meet performance goals and ensure a high-quality customer experience, acting as the first line manager for your team.
Responsibilities
- Coach associates to ensure 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, systems and projects while monitoring absence and attendance of your team
- Motivate and mentor your team with your open, honest manner and in providing feedback and acknowledging a job well done
- Act as one, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility
- Answer associate's questions, issues, and customer escalations
Requirements
- Have an active Resident State Health Insurance License
- Promote a performance-driven culture and always work towards reaching for amazing
- Utilize cutting edge technology to analyze team performance metrics, identify trends, and support data-driven decision-making
- A high level of flexibility and resilience, with the ability to thrive in changing environments and manage performance effectively
- 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
- Customer-focused mindset
- Computer experience with MS Office, customer relationship management applications, and learning management systems
- Excellent verbal and written communication skills, with the ability to clearly articulate information, deliver effective coaching, and engage diverse audiences
Skills
- MS Office
- Customer relationship management applications
- Learning management systems
- Coaching
- Mentoring
- Performance management
- Communication
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Team Lead
- First line manager
Education Level
- Associate degree
- Technical school
- Equivalent work experience
Salary/Compensations
- $19-23 per hour
Benefits
- Competitive compensation
- Performance bonus opportunities
- Benefits you'd expect and maybe a few that would pleasantly surprise you
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.
Equal Opportunity
- 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.