Internal Only 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.

Responsibilities

• Day-to-day leadership and management of a team of direct report agents, including directing, supervising, evaluating, and coaching while motivating and building strong relationships.
• Develop partnerships with peers, operations management, and other support department personnel, including working with Assistant Team Leaders (ATLs) to manage day-to-day operations.
• Oversee team and program performance, acting as a key point of contact and liaison for the team.
• Ensure operational success of the team, fostering a performance-based culture.
• Manage agent performance, including conducting performance discussions and action plans.
• Maintain open communication with Percepta and clients, utilizing various reporting tools (e.g., operations reporting, Workforce Management reporting) to identify areas of success and opportunity.
• Develop manual reports for managing agent/program performance and present findings to Percepta and/or clients.
• Review reporting data in tools like Power BI and Medallia to manage agent performance against program objectives and targets.
• Demonstrate knowledge of program metrics and targets to meet or exceed expectations.
• Lead and motivate agents to meet or exceed Key Performance Indicators (KPIs).
• Ensure timely resolution of customer escalations managed by the team, including contacting customers by phone/email to discuss agent handling or decisions.
• Assess and coach agent decision-making in the use of customer satisfaction tools, with authority to make higher-level decisions.
• Deliver effective and timely resolution for all operations management requests.
• Build partnerships with supporting departments (WFM, L&D, HR, TA, QA) to ensure deliverables and standards are met.
• Identify gaps in the call handling process and escalate to operations management.
• Ensure quality contacts between agents, dealers, field, and customers while adhering to timelines and commitments.
• 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 standards set by QA, OPS, and clients.
• Compare customer satisfaction survey results to transaction handling to identify improvement opportunities and take action.
• Review training materials and resources for accuracy, providing recommendations for necessary changes.
• Lead by example to create a positive work environment that drives team performance.
• Promote agent development through frequent and timely coaching sessions, including quality evaluations, live call monitoring, and side-by-side observance.
• Communicate process and policy changes efficiently in a fast-paced environment.
• Lead team meetings and facilitate discussions on day-to-day operations and employee/company matters.
• Participate in discussions with Percepta and client operations to review performance results.
• Provide weekly updates to Percepta operations leadership regarding trends and escalations.
• Prepare and deliver annual performance evaluations and feedback sessions.
• Review program content and resources regularly, collaborating with support departments as needed.
• 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 conflicts with sensitivity, tact, and fairness.
• Partner with WFM Realtime Partners to monitor phone agents’ status and ensure timely call handling and appropriate use of phone AUX codes.
• Review agent performance associated with Percepta Pay for Performance (P4P).
• Participate in company initiatives related to professional development and employee engagement.
• Identify potential process improvements and present them to operations leadership.
• Support agents in professional development, employee satisfaction, and progression for advancement within the organization.
• Partner with Talent Acquisition to conduct new hire candidate interviews, complete required documentation, and make hiring recommendations.
• Conduct and participate in focus groups and agent/company feedback sessions.
• Write disciplinary action documents, partner with HR/OPS Leadership, and deliver feedback to employees.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED (required).
• Some secondary education or equivalent experience (preferred).
• 1+ year of experience in a team leadership or supervisor role (preferred).
• 3+ years of experience in a customer service role, preferably within a contact center environment (preferred).
• 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 with minimal supervision.
• Basic knowledge of Microsoft Office (Word, PowerPoint, Excel, Outlook).
• Leadership skills, including team building, problem resolution, fostering learning, performance management, and 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.

Work Environment

• Must represent Percepta professionally with all internal support departments and clients/partners.
• Shift work based on program hours of operation.
• Able to work within various workspaces: onsite, remote in the local area, and/or hybrid between the two.

Benefits

• Health, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• 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).