Team Leader

Job Description

Job Description

Requisition Title: Team Leader (04ELH)
US-FL- MelbourneDescription

CRC Team Leader

At Percepta, we bring first-class service across each market we support. As a CRC Team Leader in Melbourne, Florida , 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

1. Customer Relationship Center 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 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 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 standard.

· 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 process 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 delivery of frequent and timely coaching sessions to support process adherence and a 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 Manager.

· Support agent interview selection process.

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

What You Bring to the Role

· Meet all requirements of a CCR and/ or CCS.

· Leadership Skills:

o Team Building

o Good judgment in problem resolution

o Ability to create a supportive and conducive adult learning environment.

o Ability to drive employee satisfaction.

o Demonstrate 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

· 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.

What You Can Expect

· Competitive Salary with Incentives

· 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

· 1 – 3 years Team Leadership or supervisory experience

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

· Experience in coaching others and improving performance

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 grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with 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 one—celebrating, 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 on 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.

#LI-onsite
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.