Service Delivery Team Lead

About the role

As a Service Delivery Team Lead at TTEC in Cape Town, you will help create and deliver outstanding customer experiences while growing your own career within an award‑winning employment culture. You will lead a team of front‑line advocates, providing coaching, support and ensuring quality on every call.

Key responsibilities

• Supervise daily activities of front‑line advocates, ensuring service levels and quality standards are met.
• Provide production and technical support, integrate best practices and share insights across teams.
• Handle customer escalations and assist advocates with policy and procedure adherence.
• Analyze team performance, deliver feedback, conduct call monitoring and drive continuous improvement.
• Motivate and develop the team through engagement, training and performance coaching.

Required profile

• Demonstrated leadership experience in a call‑center or operational environment, with strong coaching and development skills.
• Excellent communication and interpersonal abilities to work with staff at all levels.
• Ability to multitask in fast‑paced, high‑pressure settings and influence process improvements.
• Passion for enhancing consumer experiences and understanding upstream/downstream impacts.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Call center systems

What we offer

• Knowledgeable, encouraging and present leadership.
• Diverse and community‑minded organization.
• Career‑growth opportunities and extensive learning programs.
• Competitive compensation, performance bonuses and comprehensive benefits.