Team Leader

Percepta; Melbourne (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Team Leader in Melbourne, FL, where you will inspire and lead a dynamic team of Customer Care agents. This role emphasizes creating a positive work environment and driving performance through coaching and support. You will play a crucial part in ensuring exceptional customer experiences while fostering teamwork and growth. With a culture that values service, respect, and diversity, this position offers numerous opportunities for career advancement and personal development. If you are passionate about leadership and customer care, this is the perfect opportunity for you.

Benefits

Health/Dental/Vision/Life Insurance

401(k) with company match

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Employee Rewards Program

Qualifications

• 1-3 years of Team Leadership or supervisory experience.
• 3-5 years of customer service experience in a contact center.

Responsibilities

• Lead and coach Customer Care agents for performance and satisfaction.
• Oversee operational success and promote agent development.

Skills

Team Leadership

Customer Service

Coaching

Performance Management

Education

High School Diploma or GED

Some secondary education or equivalent experience

Job description

Team Leader

At Percepta, we bring first-class service across each market we support. As a Team Leader in Melbourne, FL , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing
The CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC). The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries. Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.

During a Typical Day, You’ll

· Responsible for the operational success of the team and for driving a culture of Ford Customer Care.

· Coach for professional development to drive performance and customer satisfaction

· Lead by example to create a positive work environment that drives team performance.

· Promote agent development through the delivery of frequent and timely coaching sessions to support process adherence and quality-driven customer interaction. This is accomplished via coach backs of quality evaluations, live call monitoring, and side-by-side observance of call handling.

· Work on activities and/or projects as requested by the Manager.

· Support agent interview selection process.

What You Bring to the Role

· High School Diploma or GED required

· Some secondary education or equivalent experience preferred

· 1 – 3 years of Team Leadership or supervisory experience

· 3 – 5 years of customer service experience, preferable in a contact center operations environment

· Experience in coaching others and improving performance

What You Can Expect

· Competitive Salary with Incentives

· 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 Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by themevery day . As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.