Team Lead

About the role

The CRC Team Leader at Percepta is responsible for leading and managing a team of Customer Care agents in the Customer Relationship Center (CRC). The role involves directing, supervising, evaluating, and coaching agents while fostering a culture of excellence in customer service.

Responsibilities

• Directs, supervises, evaluates, and coaches Customer Care agents
• Addresses questions regarding company policies, case handling, key performance indicators, and general inquiries
• Timely response and resolution of customer escalations
• Operational success of the team and driving the culture of Ford Customer Care
• Coaching for professional development to drive performance and customer satisfaction
• Excellent customer handling as prescribed by the Ford Concern Resolution process
• Promoting a culture of Ford loyalty
• Maintaining open communication with Percepta and Ford management
• Identifying gaps in the Concern Resolution process and escalating to Program Manager
• Processing customer satisfaction tools and administering ESP, Service Component Plans, X-Plans
• Building partnerships with Work Force Management, Operations, Training, QA, and Ford
• Participating in bi-weekly calibration sessions with Quality Assurance to ensure compliance with client standards
• Comparing customer satisfaction survey results to transaction handling to identify opportunities for improvement
• Leading and participating in team meetings
• Communicating new processes and policy changes quickly and efficiently in a fast-paced environment
• Creating a continuous improvement culture within the organization
• Supporting agent interview selection process
• Conducting/participating in focus groups and agent/company feedback sessions

Requirements

• High School Diploma or GED
• Some secondary education or equivalent experience preferred
• 1 - 3 years Team Leadership or supervisory experience
• 3 - 5 years of customer service experience, preferably in a contact center operations environment
• Experience in coaching others and improving performance

Qualifications

• Education: High School Diploma or GED
• Experience: 1 - 3 years Team Leadership or supervisory experience, 3 - 5 years of customer service experience
• Skills: Meet all requirements of a CCR and/ or CCS, Leadership Skills: Team Building, Good judgment in problem resolution, Ability to create a supportive and conducive adult learning environment, Ability to drive employee satisfaction, 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 is an asset

Benefits

• 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)

Pay

Competitive compensation package offered.

Schedule

Flexible schedule to accommodate the needs of the position and the team.