Team Leader

Team Leader

At Percepta, we bring first-class service across each market we support. As aTeam Leader inMelbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing 
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.

During a Typical Day, You’ll

·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

·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.

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

·Support agent interview selection process.

What You Bring to the Role 

·High School Diploma or GED required

·Some secondary education or equivalent experience preferred

·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

What You Can Expect 

·Competitive Salary with Incentives

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·Vacation/Sick Time and Paid Holidays

·Tuition Reimbursement

·Employee Assistance Program

·Employee Discount Program

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.