Call Center Team Leader - Supporting Volvo Cars

Call Center Team Leader - Supporting Volvo Cars

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

The Volvo Team Leader is responsible for the day-to-day leadership, performance, and development of a team of Volvo Frontline / Digital support agents. This role drives operational excellence through coaching, performance management, customer experience oversight, and workforce optimization while ensuring achievement of client, company, and program objectives. The Team Leader serves as the primary liaison between frontline associates, Operations Management, support departments, and Volvo stakeholders. The position is accountable for fostering a high-performance culture focused on customer satisfaction, operational efficiency, employee engagement, quality, and continuous improvement.

The Volvo Team Leader provides leadership through coaching, performance analysis, customer escalation management, process improvement initiatives, and business reporting while ensuring world-class customer experience for Volvo owners requiring roadside assistance services.

During a Typical Day, You'll:

• Operational Leadership & Business Performance
  • Lead and manage the daily operations of a team of Volvo Roadside / CRC representatives.
  • Drive team performance through achievement of established Key Performance Indicators (KPIs), service levels, quality standards, customer satisfaction targets, and operational objectives.
  • Utilize operational dashboards and other business intelligence tools to monitor and improve team performance.
  • Analyze trends and identify opportunities for improved efficiency, productivity, customer experience, and quality outcomes.
  • Monitor call queues, case activity, dispatch activity, and service levels to ensure operational requirements are met.
  • Partner with Volvo to ensure schedule adherence and staffing effectiveness.
  • Ensure timely and effective resolution of customer concerns, escalations, and service recovery opportunities.
  • Handle supervisor escalations, including direct customer contact via phone, email, and written correspondence.
  • Maintain thorough knowledge of Volvo policies, procedures, systems, dispatch operations, and customer support processes.
  • Collaborate with Operations Management to identify operational risks, process gaps, and business improvement opportunities.
  • Prepare and present operational reports, trend analyses, and business updates to leadership and client stakeholders as required.
  • Participate in client meetings, business reviews, and operational discussions regarding performance results and improvement initiatives.
  • Support implementation of new business processes, technologies, and operational programs.
• Team Leadership, Coaching & Employee Development
  • Create and sustain a positive, inclusive, and high-performance work environment.
  • Lead by example through demonstration of professionalism, accountability, customer focus, and company values.
  • Conduct ongoing coaching, mentoring, and development activities to improve employee performance and career growth.
  • Monitor performance through quality evaluations, call monitoring, side-by-side observations, case reviews, and performance analytics.
  • Deliver timely coaching and feedback sessions focused on quality, productivity, customer satisfaction, and policy adherence.
  • Develop and implement performance improvement plans when necessary.
  • Conduct annual and periodic performance evaluations.
  • Recognize and reward outstanding individual and team achievements.
  • Lead team meetings and facilitate discussions regarding operational updates, business priorities, and employee engagement.
  • Promote employee retention through engagement initiatives, career development support, and team-building activities.
  • Resolve employee concerns and workplace conflicts with professionalism, fairness, and consistency.
  • Support succession planning and identify future leadership talent within the organization.
  • Assist employees with professional development opportunities and advancement planning.
• Customer Experience & Escalation Management
  • Champion a customer-centric culture focused on delivering exceptional experiences to Volvo owners.
  • Ensure consistent execution of customer handling standards and service recovery expectations.
  • Review customer feedback, survey results, complaints, and escalations to identify trends and improvement opportunities.
  • Assess customer interactions for quality, empathy, accuracy, and resolution effectiveness.
  • Support representatives in complex customer situations and high-impact roadside events.
  • Ensure commitments made to customers, dealers, providers, and field personnel are fulfilled in a timely manner.
  • Drive continuous improvement in first-contact resolution and customer satisfaction outcomes.
  • Partner with Quality Assurance to maintain compliance with program requirements and customer experience standards.

What You Bring to the Role:

• Education: High school diploma required.
• Experience: Minimum 3 years of experience in a customer service role, preferably within a contact center environment. 1+ year experience in team leadership / supervisor role preferred.
• Skills: Strong leadership and team development skills. Excellent verbal, written, and interpersonal communication skills. Strong customer service and relationship-building abilities. Ability to analyze operational data and identify performance trends. Effective coaching, mentoring, and conflict resolution skills. Strong organizational, prioritization, and time management capabilities. Ability to work independently and make sound business decisions. Strong problem-solving and critical-thinking abilities. Proficiency with Microsoft Office applications including Excel, Word, Outlook, and PowerPoint. Experience with reporting platforms, CRM systems, telephony platforms, and customer experience tools. Ability to manage multiple priorities in a fast-paced environment. Ability to influence and collaborate across multiple organizational levels. Demonstrated commitment to employee engagement, continuous improvement, and customer satisfaction.

What You Can Expect:

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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)

A Bit More About Your Role:

• Must represent Percepta professionally with all internal support departments and clients/partners
• Shift work, based upon program hours of operation.
• Open shift is Tuesday to Saturday, 11 am to 8 pm. Subject to change.
• Able to work within various workspaces: onsite, remote in local area, and/or hybrid between the two.
• Direct Reports: 10-15 customer service agents

About Percepta:

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we:

• Lead with humility We listen first, lead with empathy, and stay groundedso people and ideas have room to grow.
• Service beyond self We serve othersclients, customers, and teammateswith care and integrity in every interaction.
• Leave it better We take ownership and leave every process, person, and place better than we found it.
• Win together We succeed as onecelebrating, supporting, and showing up for each other.
• Deliver remarkable We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.