Team Leader - Internal Only

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a 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 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 the Percepta and client 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 or client management priority requests.

• Deliver timely resolution on customer escalations.

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

• Maintain open communication with Percepta and client 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 client 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.

Direct Reports

• 15 - 20 – Customer Care Representatives, Executive Referral Representatives, Email and/or Customer Care Specialists

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

• Experience in coaching others and improving performance

Skills

• 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 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.

What You Can Expect

• 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, breathe, and play by them every day. 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 of 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

Career Growth – 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.

As a condition of employment, 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. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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