Team Leader

The CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC).The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team.The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries.Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.

Responsibilities

1.CustomerRelationshipCenter Operations

·Responsible for the operational success of the team and for driving a culture of Ford Customer Care.

·Coach for professional development to drive performance and customer satisfaction

·Serve as a role model for excellent customer handling as prescribed by the Ford Concern Resolution process.

·Promote a culture of Ford loyalty.

·Demonstrate understanding of program goals through meeting and/or exceeding quality and service level objectives.

·Lead and motivate the team and individual agents to meet and/or exceed key performance indicators including customer satisfaction.

·Utilize all available resources (QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, AWA Spending Reports, etc…).

·Drive concern resolution in the team’s customer handling process.

·Ensure quality contacts between the agent, dealer, field, and customer.

·Deliver resolution on any Percepta or Ford management priority requests.

·Deliver timely resolution on customer escalations.

·Ensure that all follow-ups are kept as promised.

·Maintain open communication with Percepta and Ford management.

·Identify gaps in the Concern Resolution process and escalate to your Program Manager.

·Responsible for the processing of customer satisfaction tools (award up to $2,000/$6,000 on Goodwill Assistance, administer ESP, Service Component Plans, X-Plans)

·Build partnerships with Work Force Management, Operations, Training, QA, and Ford to ensure that standards are met.

·Participate in bi-weekly calibration sessions with Quality Assurance to ensure compliance with client standards.

·Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement.

·Responsible for agent performance management.

·Lead and participate in team meetings.

·Communicate new processes and policy changes quickly and efficiently in a fast-paced environment.

·Promotes and fosters a continuous improvement culture within the organization.

2.Work Environment and Personnel Development

·Lead by example to create a positive work environment that drives team performance.

·Promote agent development through the delivery of frequent and timely coaching sessions to support process adherence and quality-driven customer interaction.This is accomplished via coach backs of quality evaluations, live call monitoring, and side-by-side observance of call handling.

·Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.

·Complete annual performance evaluations and monthly scorecards.

·Administer disciplinary actions if necessary.

·Recognize and reward excellent team performance.

·Build morale within the team to support agent retention.

·Resolve conflicts with sensitivity, tact, and fairness.

·Plan and implement strategic learning objectives for self-development.

3.Miscellaneous

·Work on activities and/or projects as requested by the Manager.

·Support agent interview selection process.

·Conduct/participate in focus groups and agent/company feedback sessions.

Education

·High School Diploma or GED required

·Some secondary education or equivalent experience preferred

Experience

·1 – 3 years of Team Leadership or supervisory experience

·3 – 5 years of customer service experience, preferable in a contact center operations environment

·Experience in coaching others and improving performance

Skills

·Meet all requirements of a CCR and/ or CCS

·Leadership Skills:

oTeamBuilding

oGood judgment in problem resolution

oAbility to create a supportive and conducive adult learning environment

oAbility to drive employee satisfaction

oDemonstrate professionalism

·Basic knowledge of Microsoft Word, Excel, and E-mail

·Coaching Certification

·Operational Readiness

·QA Certification-Track 2

·Ability to interpret performance reports to identify trends etc.

·WPA Overview

·Review of Training Processes

·Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace

·Strong organizational, time management, planning, and problem-solving skills

·Strong multi-tasking skills

·Strong written and oral communication skills

·Strong customer service, interpersonal and relationship-building skills

·Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful, and works well with minimal supervision

·Ability to create a supportive and conducive professional learning environment

·Ability to work with various organizational levels to support the development and delivery of new resource material

·Possess a high degree of professionalism

·Experience with Siebel or Customer Contact Software as an asset

Other

·Must be able to interact with all internal and external departments and contacts.

·Must represent Percepta professionally with all clients and external organizations and contacts.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.