Bringing smiles is what we do at TTEC… for you and the customer! As a Senior Team Lead working on-site in Rochester New York, 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

Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll motivate your team to make sure they're on track to meet goals. You'll 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 Customer Service 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. The successful candidate will be responsible for ensuring that our team leaders, lead agents, and customers always receive exceptional experiences and support. You will report to the Customer Service Manager.

During a Typical Day, You’ll

· Manage six (6) customer service teams ensuring that key performance indicators, customer satisfaction goals, and productivity targets are met and exceeds expectations.

Oversee the Lead Associates and Customer Service Representatives (CSRs), and the daily activities of the program.

· 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 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.

· Utilize performance management processes to supervise, coordinate and schedule the activities of direct reports.

· Analyzing performance data to develop employee action plans.

What You Bring to the Role

· Associate degree, technical school, or equivalent work experience

· Promote a performance-driven culture and always work towards reaching for amazing.

· 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.

· Comfortable with computer systems

What You Can Expect

The anticipated range for this position is $28/hour.

· 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.

· Ask us about our paid time off (PTO) and wellness and healthcare benefits.

· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit www.mybenefits.ttec.com for more information.

About TTEC
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.

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.