Team Lead, Service Delivery

Job Description - Team Lead, Service Delivery (04AFY)

As a Team Lead working on‑site in Bogotá, Colombia, you will drive team performance and ensure a high quality customer experience.

What You’ll Do

Lead a team of associates, motivating and coaching them to meet TTEC and client metric performance goals. Address associate questions, resolve issues, manage customer escalations, and maintain quality customer interactions. Report to the Operations Manager and serve as the first‑line manager, encouraging career development.

Coach associates with company and client goals, address employee issues, and coordinate training on new or revised information related to services, products, or processes.

Manage multiple complex tasks and projects, monitor absence and attendance, process payroll, and handle other administrative responsibilities.

Provide ongoing coaching, feedback, and recognition, and conduct difficult conversations when needed. <...