At TTEC, we’re all about the Human Experience. Elevated. As Team Lead working hybrid as needed by the business, 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 Do
Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You’ll prepare individuals for success by effectively teaching skills, reinforcing knowledge, and assessing readiness, while creating an engaging learning environment that supports performance and retention. You'll motivate your team to make sure they're on track to meet performance goals while ensuring a consistently high‑quality customer experience. You'll answer associate's questions, issues, and customer escalation as you're the first line manager for your team.
You’ll report to the Ops Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
Facilitate instructor‑led and virtual training sessions. Guide agents through systems, tools, policies, and call flows
Strengthen learner proficiency by facilitating knowledge checks, mock calls, role plays, and simulations
Evaluate trainee readiness against established certification and graduation standards
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
What You Bring to the Role
An active Resident State Health Insurance License
Associate degree, technical school or equivalent work experience
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
Compensation and Benefits
The anticipated range for individuals expressing interest in this position is $22-$23 per hour
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for more information.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
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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 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.