Senior Team Leader - Technical ESP

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (EEO, legal, navigation, cookie, etc). Must not create sections with filler like "commensurate with experience". Must not invent. We need to parse the posting. Content: Intro: "At Percepta, we bring first-class service across each market we support. As a Senior Team Leader - Technical ESP 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" Then "What You’ll Be Doing" heading (should map to Responsibilities). Then a long paragraph with bullet-like sentences. Then "What You Bring To The Role" heading (should map to Requirements/Qualifications/Skills). Then list of items. Then "A Bit More About Your Role" heading (maybe part of Responsibilities or Skills). Then bullet list of leadership skills etc. Then "About Percepta" (company description) maybe not needed as a section? Could be "About the company" but not in allowed headings list. The allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. "About Percepta" is company overview, not required. Could be omitted or maybe put under "About the role"? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., meaning those are examples, but we should use those headings when appropriate. Probably we should include About the role (intro), Responsibilities (What You’ll Be Doing), Requirements (What You Bring To The Role), Skills (maybe from A Bit More About Your Role). Could combine Requirements and Skills? But better to separate: Requirements (education/experience), Skills (leadership, analytical, etc). Qualifications maybe similar to Requirements; but we can decide to include Requirements and Skills, maybe Qualifications not needed if overlapping. We must not create sections with filler. Benefits, Pay, Schedule: not mentioned in posting, so omit. Thus output sections: About the role (intro), Responsibilities, Requirements, Skills. We need to use

• for any list of duties/requirements/benefits. For prose use

  . We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep the details as given, but we can format them into lists where appropriate. We need to remove boilerplate: EEO statements, equal opportunity, scam-warning, navigation, cookie, legal. Also remove duplicated lines. The posting includes EEO statements at end: "Percepta is proud to be an equal opportunity employer..." etc. Also "Percepta requires all employees hired in the United States to successfully pass a background check..." etc. Those are boilerplate; should be removed. Also remove "Percepta is an Equal Opportunity Employer. US-FL-Melbourne" at end. Also remove "About Percepta" maybe? It's not boilerplate but it's company description; could be considered substantive? It's about the company, not role. The instruction says preserve ALL substantive information; does that include company description? Probably yes, but we don't have a heading for it. Could we include it under About the role? The About the role section could include a brief about the company? But the instruction says Use

  for section headings (e.g. About the role, Responsibilities...). So we could have About the role heading and include both the intro about role and company description? Might be okay. But better to keep About the role as the intro paragraph about the role and maybe include company description as part of that? However the company description is not about the role but about Percepta. Could we create a separate section like "About the company"? Not in allowed headings but maybe we could still use

  for it? The instruction says use those headings for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other headings, but says "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings when appropriate; but we could also use other headings if needed? Safer to stick to those. Could we incorporate About Percepta into About the role? Might be stretching but maybe acceptable. Alternatively, we could omit About Percepta entirely, but that would be removing substantive information (company description). The instruction says preserve ALL substantive information; so we should keep it. Perhaps we can put it under a heading "About Percepta" using

  even though not listed; but the instruction says use those headings for section headings (e.g...). It doesn't say we cannot use other headings, just gives examples. So we could use About Percepta as a heading. However the instruction says "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It might be interpreted that we should use those specific headings for sections, not others. Safer to follow exactly: only those headings. Then we need to decide where to put company description. Could we put it under About the role? The About the role heading could contain both role intro and company description. That might be acceptable. Thus:

  About the role

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

  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.

  But note we must not repeat job title as a heading; we didn't. Now Responsibilities: from "What You’ll Be Doing" paragraph. It contains many sentences, each could be list items. We'll convert to
  • each sentence. We need to preserve all substantive information; we should not lose any detail. So we need to split the paragraph into individual items, each sentence. Ensure we keep all content. Let's extract the responsibilities text: "The SR. Technical / Inspection Team Leader will be responsible for the technical support and continued technical development of ESP Prior Approval Team Leads. The STITL will be responsible for the day-to-day leadership and performance management of the ESP Inspections Team. The STITL directs, supervises, evaluates and coaches the agents while motivating and building strong relationships with the agents, their peers and Percepta/Ford Management team. The STITL will be in direct interface with the onsite/offsite clients as well external customer contacts. The SR. Technical / Inspection Team Leader will be directly accountable for managing the workflow and activities of the team in a manner that promotes customer satisfaction and meets CRC and Client business objectives. In addition, the SR. Technical / Inspection Team Leader will be responsible for participating in strategic and tactical goal setting for all programs within their management responsibility. The STITL will continuously look for improvements in processes and job functionality within the CRC. During a Typical Day, You’ll Provide real-time technical support to frontline Technical Service Representatives and Team Leads. Provide technical support to the Quality Assurance Team for technical accuracy and feedback. Handle customer contacts as needed through escalations and customer follow up as required. Monitoring customer needs through CSAT results to accurately guide multiple teams’ performance to best meet the expectations of our customers and clients. Determine TSR technical training needs, make recommendations and communicate needs to the Program Manager Provide Subject Matter Expert (SME) support to the training department, for material creation. Review material with the training department after development for revision and approval. Regularly meet with process mapping department to ensure workflows are correct and accurate to current production procedures. Ensure any new technical procedures are documented and consistently utilized by all front-line employees. Perform transaction monitors on all agents. Constantly coach and motivate agents to elevate their professional development to drive performance and customer satisfaction. Demonstrate the ability to make approval decisions on repairs and claims within the client guidelines. Work with the Work Force Planning Hot Seat team, to best utilize agents’ availability to maximize production and meet program service level goals. Manage staffing and absenteeism to ensure appropriate floor coverage within responsible teams. Manage and work with Team Leaders to ensure coverage and scheduling to optimize management presence during a daily workday. Identify opportunity areas both at the program and agent level and develop action plans/recommendations to improve workflow efficiency. Communicate information to Inspection and Prior Approval teams on a consistent basis to ensure that each employee understands how their day-to-day work impacts the customer and the Client’s profitability. Develop and Maintain STARS training plan Provide support to other teams as needed Actively pursue and communicate continuous improvement initiatives Effectively communicate ideas, goals, strategy and corporate vision to TSRs in order to obtain understanding and acceptance. Develop and deliver formal and informal presentations aimed at communicating ideas and information." We need to keep all. Some sentences start with lowercase due to formatting; we should keep as is but maybe capitalize first letter? Not required to change. We'll keep as given. Now Requirements: from "What You Bring To The Role". List: "Automotive Technical based degree from college / Tech school ASE and/or Manufacture Certification – Preferred 1+ years of direct customer service experience 3+ years of automotive technical experience, preferably at a Ford or Lincoln Dealership Specialization in powertrain (engine and transmission) service and repair Experience in training others" We need to preserve all. Some have "– Preferred". Keep. Now Skills: from "A Bit More About Your Role". List: "Leadership Skills: Team Building Good judgment in conflict resolution Ability to create a supportive and conducive adult learning environment Ability to drive employee satisfaction Must represent Percepta professionally with all clients and external organizations and contacts Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace Strong time management, organization and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment. Strong customer service, interpersonal and relationship-building skills Strong Analytical skills. Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues. Strong working knowledge of the Internet, computers and software (i.e. Mini Tab, Full Client Business Objects, MS Office products, Internet Explorer) Communicate and articulate in a professional and effective manner both orally and written Ability to exercise independent judgment and decision making Self-starter who demonstrates initiative, resourcefulness and ability to work independently and interdependently among a team." We need to preserve all. Some have trailing periods. Now we need to output HTML fragment only, no markdown fences. We'll structure:

    About the role

    ...