Senior Team Lead, Workforce Management
At TTEC, we’re all about the Human Experience. Elevated. As a Team Lead Workforce Management Real Time, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
Have a passion to solve work puzzles in real time and mentor others? Are you looking for an opportunity to experience something new each day and gain direct management experience?
In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.
You’ll report to the Manager, Workforce Management. You’ll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
During a Typical Day, You’ll
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
Bring your time management and organizational skills to manage multiple, complex, on going tasks and projects while monitoring absence and attendance of your team
Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done as you play a big part in the associate’s development and career mobility
What You Bring to the Role
Associate degree, technical school or equivalent work experience
Continuously promote a performance-driven culture and always work towards reaching for amazing
Consistently mentor, inspire, and support the associate’s career mobility
Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
Customer focused mindset
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
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 disruptive 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.
We strive 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 and comfortable being their authentic selves at work.
As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.