Vehicle Services Team Leader (100% Onsite)

What You’ll Be Doing

• Develop, document, and maintain all workflows, SOPs, and process maps for the team.
• Lead, develop, coach, support, and evaluate the team: Hold monthly one on one meetings with all team members, provide timely feedback and coaching, participate in the performance management process, deliver both informal and formal feedback and coaching as needed, coordinate system ID and access set up for all department new hires, manage team attendance, recognize and reward excellent team performance, manage sheet approval for all direct reports, ensuring that all corrections are submitted within required timeframes.
• Create and deliver training programs, refreshers, and onboarding materials for the Vehicle Services Limited Serve team.
• Maintain a centralized, up-to-date library of all process and training materials.
• Ensure processes align with business requirements, compliance standards, and best practices.
• Identify gaps, inefficiencies, and opportunities to streamline operations.
• Interact with key users for feedback to make process improvement / enhancement recommendations.
• Partner with Manager on monthly business reports and process improvement initiatives.
• Equip team members with the knowledge and resources needed to perform their roles effectively.
• Interview prospective new employees; provide feedback and hiring recommendations to Management team.
• Be visible online and available. Interact with the team regularly through team meetings, one-on-one meetings, etc.
• Partner with leadership to address performance trends through process updates or targeted training.
• Work with key stakeholders to ensure processes remain aligned with business goals and operational changes.
• Attend meetings to resolve issues and discuss program changes and enhancements.
• Handle special project/case requests.
• Keep abreast of anticipated launches and changes.
• Adhere to and support all Percepta and program initiatives, systems and policies.
• Support all Percepta policies and procedures.

What You Bring To The Role

• Associate’s degree or equivalent experience required.
• 3-5 years of progressive experience is required, including: 1+ years of leadership experience, 1+ years of training experience, experience in managing and coaching others and improving performance, automotive industry experience, 1+ years’ experience working with the Secretary of State offices is preferred, to include extensive knowledge of their requirements, policies and practices.
• Strong organizational, time management, and prioritization skills.
• Detail-oriented with the ability to manage multiple tasks in a fast-paced environment.
• Solid computer skills, including proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Analytical thinking and problem-solving ability.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to work across teams and levels.
• Self-motivated with the ability to work independently and as part of a team.
• Leadership skills, including team building and conflict resolution.
• Customer service and relationship-building experience.
• Ability to make sound decisions and exercise good judgment.
• Promotes a positive, supportive team environment.
• Drives employee engagement and satisfaction.
• Maintains professionalism with clients and stakeholders.

What You Can Expect

• Hourly rate of $22.83 to $26.80 depending on the Hiring Manager.
• 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 the Role

• Founded in 2000 as a joint venture with TTEC, Percepta specializes 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.
• We are committed to building a diverse and inclusive workforce that reflects the communities we serve. We strive to make sure all our employees feel valued and comfortable being their authentic selves at work.
• As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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

• Hourly rate of $22.83 to $26.80 depending on the Hiring Manager.

Schedule

• Position is 100% onsite in Ford World HQ not remote or hybrid.