Team Leader

Team Leader

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

Customer Relationship Center Operations

· Responsible for the operational success of the team and for driving a culture of 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 Concern Resolution process.

· Promote a culture of 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 management priority requests.

· Deliver timely resolution on customer escalations.

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

· Maintain open communication with Percepta 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 relevant stakeholders 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.

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.

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.

What You Bring to the Role

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

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