Team Lead, Service Delivery

About the role

TTEC is looking for a motivated Team Lead to manage a service delivery team at its Lipa location. You will guide associates, resolve escalations, and ensure high‑quality customer interactions while meeting both TTEC and client performance metrics.

Key responsibilities

• Coach and mentor associates to achieve company and client goals.
• Address employee‑related issues, coordinate training, and manage attendance and payroll.
• Handle customer escalations and ensure a consistent quality experience.
• Utilize TTEC and client tools to troubleshoot technology issues and support outage processes.
• Monitor team performance, absenteeism, and occupancy to impact financial health.

Required profile

• Associate degree, technical school, or equivalent work experience.
• Experience in the travel industry, preferably with hands‑on use of Global Distribution Systems (GDS).
• Strong time‑management and decision‑making abilities.
• Ability to lead with empathy, maintain composure during conflicts, and support a diverse team.

Required skills

• Global Distribution Systems (GDS) tools
• Proficiency with computer systems

What we offer

• Support for career and professional development.
• Inclusive culture with community‑giving initiatives.
• Global team of lifelong learners guided by company values.
• Paid time off, wellness, healthcare benefits, competitive compensation, and performance bonuses.