Internal Only Team Leader

Team Leader

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

The Team Leader (TL) is responsible for the day-to-day leadership and management of a team of direct report agents. The TL directs, supervises, evaluates, and coaches their agents while motivating and building strong relationships with each agent. Additionally, the TL develops partnerships with their peers, operations management, and other support department personnel. This includes working together with Assistant Team Leader (ATL), where applicable, in managing the day-to-day operations of the programs within the department. The TL is proficient in business processes, knowledgeable in agent duties and responsibilities, capable of holding performance management discussions, recognized as a key point of contact and liaison for their team of agents, and oversees the team and managing program performance.

During a Typical Day, You'll

• Responsible for the operational success the team, fostering/driving a performance-based culture
• Responsible for agent performance management and associated discussions/action plans
• Maintain open communication with Percepta and clients, as applicable
• Utilize various reporting information (operations reporting, Workforce Management reporting, etc.) to better understand areas of success and opportunity for each agent and team overall
• Responsible for manual reporting, which may require data extract and report development, for the purpose of managing agent/program performance and presenting to Percepta and/or clients
• Daily review of reporting data in various sources, such as Power BI and Medallia, for the purpose of managing agent performance associated with program objectives and targets
• Demonstrate knowledge and understanding of program metrics and targets in effort of meeting/exceeding expectations
• Lead and motivate agents and the team overall in meeting/exceeding Key Performance Indicators
• Ensure timely resolution is delivered for all customer escalations managed by the team
• Complete supervisor escalations, which includes contacting customers by phone/email in discussing agent handling and/or decisions made pertaining to their particular matter/inquiry
• Responsible for assessing/coaching agent decision-making in use of customer satisfaction tools
• Empowered to make higher level of authority decisions in use of customer satisfaction tools
• Deliver effective resolution in timely manner, for all operations management requests
• Build partnerships with personnel from supporting departments (WFM, L&D, HR, TA, QA) to ensure all deliverables and standards are met from a support department perspective
• Identify gaps in the call handling process and escalate to operations management
• Ensure quality contacts between the agent, dealer, field, and customer; as well as adhering to timelines set and maintaining commitment promises made to all
• Drive a focus on concern resolution in the team's customer handling process
• Participate in bi-weekly calibration sessions with Quality Assurance to ensure compliance with all standards set forth by QA, OPS and Clients
• Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement, and take appropriate action for improvement
• Review training materials and resources for accuracy to the current state of the business, provide recommendations/feedback for implementing necessary changes

2. Work Environment and Personnel Development

• Lead by example to create a positive work environment that drives team performance.
• Serve as a role model for agents and peers in all areas of leadership, customer service
• 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.
• Provide direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
• Communicate process/policy changes, quickly and efficiently in a fast-paced environment
• Lead team meetings; facilitate and participate in discussions regarding day-to-day operations, employee/company matters
• Participate in discussions with Percepta and client operations in reviewing performance results
• Responsible for providing weekly updates to Percepta operations leadership regarding trends and escalations
• Prepare performance evaluations, on annual basis and as needed throughout the year, and conduct feedback session in delivering the information to the employee
• Participate in process of reviewing program content and resources on a regular basis, which may require meetings with various support departments in reviewing/editing material
• Recognize and reward exceptional individual and team performance
• Build morale within the team to support agent retention, through team and company initiatives
• Resolve agent/team conflict with sensitivity, tact, and fairness
• Partner with WFM Realtime Partners in monitoring phone agents' status within the phone queues to ensure timeliness in call handling and appropriate use of phone AUX codes
• Daily review of agent performance associated with Percepta Pay for Performance (P4P)
• Work on activities and/or projects as requested by operations supervisor/manager
• Participate in company initiatives related to professional development and employee engagement
• Identify potential process improvements and present to operations leadership for review
• Support agents in professional development, employee satisfaction and progression for advancement in other roles/areas within the organization through recommended learning objectives provided by operations Management or other supporting departments
• Other duties, as assigned.

3. Miscellaneous

• Partner with Talent Acquisition in conducting new hire candidate interviews, completing required forms and documents, and making recommendations to offer (not offer) the position
• Conduct/participate in focus groups and agent/company feedback sessions.
• Responsible for writing disciplinary action documents, partnering with HR/OPS Leadership, and delivering such information/feedback to the employee

What You Bring to the Role

Education

High School Diploma or GED required

Some secondary education or equivalent experience – preferred

Experience

1+ year experience in team leadership / supervisor role – preferred

3+ years' experience in customer service role – preferred to be within contact center environment

Previous experience in coaching and delivering employee performance management – required Skills

Strong written and oral communication skills, with all levels of the organization

Strong customer service, interpersonal and relationship-building skills

Strong organizational, multi-tasking, planning and problem-solving skills

Effective time management skills, self-sufficient and resourceful, all with minimal supervision

Basic knowledge of Microsoft Office (Word, PowerPoint, Excel, Outlook)

Leadership skills, to include in the areas of team building, problem resolution, foster learning, performance management, with a focus on employee satisfaction

Ability to create a supportive and conducive professional learning environment

Ability to work with various organizational levels to support development and delivery of new resource material

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

Able to work within various workspaces: onsite, remote in local area, and/or hybrid between the two

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)

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