Team lead/Trainer Hybrid

About the role

As a Team Lead/Trainer Hybrid working onsite in Charlotte, NC, you’ll motivate your team to meet both TTEC and client metric performance goals. You’ll answer associates' questions, guide them to resolve issues, and handle customer escalations while ensuring quality customer experience. You’ll report to the Service Delivery Manager and act as the first-line manager for your team.

Responsibilities

• Coach associates to ensure achievement of company and client goals while addressing employee-related issues.
• Train new hire classes as needed on services, products, or processes.
• Manage multiple, complex tasks and projects, monitor team attendance, process payroll, and handle administrative duties.
• Motivate and mentor your team through constant coaching, feedback, recognition, and difficult conversations.
• Utilize TTEC and client tools to troubleshoot technology issues and support outage processes.
• Impact financial health by leading with compassion, retaining employees, and influencing absenteeism and occupancy.

Requirements

• Associate degree, technical school, or equivalent work experience.
• Strong time management skills to prioritize tasks and make informed decisions.
• Ability to engage and support a team in a dynamic environment while focusing on overall performance.
• Empathetic leadership with professionalism in handling conflicts among diverse team members.
• Customer-focused mindset to uphold high standards of accountability and communication.
• Comfortable with computer systems.

Benefits

• Paid time off (PTO) and wellness and healthcare benefits.
• Tuition reimbursement.
• Performance bonus opportunities.
• Supportive career and professional development.
• Inclusive culture with community-focused initiatives.

Pay

The anticipated pay range is $45,000–$55,000 annually. Actual compensation may vary based on geographic location, work experience, education, and skill levels.

TTEC is a leading global consulting, technology, and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.