Senior Technical ESP Team Leader Automotive Support

TeleTech Holdings, Inc.; Melbourne (FL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Percepta’s Melbourne, FL location seeks a Senior Team Leader - Technical ESP to oversee the ESP Prior Approval and Inspection teams. You will lead day-to-day operations, coach agents, and drive improvements in technical processes while coordinating with onsite and client teams.

We value automotive technical expertise, strong leadership, and the ability to translate data into actionable improvements, ensuring top-tier customer experiences and program success.

Qualifications

• Leadership experience in a supervisory role.
• Customer service and coaching background.
• Experience in automotive tech or service environments.
• Ability to train and mentor teams and manage performance.

Responsibilities

• Provide real-time technical support to frontline staff and team leads.
• Coach and evaluate agents to improve customer satisfaction and performance.
• Monitor CSAT results and guide team performance toward client objectives.
• Identify training needs and coordinate with program management.
• Ensure documentation and adherence to new technical procedures.

Skills

Leadership

Coaching/Training

Customer service

Analytical skills

Time management

Communication

Independent judgment

Team motivation

Education

Automotive Technical degree

ASE Certification – Preferred

Tools

MS Office

Minitab

Business Objects

Internet Explorer

Job description

Percepta’s Melbourne, FL location seeks a Senior Team Leader - Technical ESP to oversee the ESP Prior Approval and Inspection teams. You will lead day-to-day operations, coach agents, and drive improvements in technical processes while coordinating with onsite and client teams.

We value automotive technical expertise, strong leadership, and the ability to translate data into actionable improvements, ensuring top-tier customer experiences and program success.