Team Leader

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

Job summary

An established industry player is seeking a dynamic Team Leader to oversee customer care agents in Melbourne, FL. This role is pivotal in creating exceptional customer experiences and fostering a positive work environment. You'll lead by example, coach team members, and ensure the operational success of the team. With a focus on professional development and performance improvement, this position offers a chance to make a significant impact. Join a company that values teamwork, respect, and career growth, while enjoying competitive compensation and comprehensive benefits.

Benefits

Health, dental, vision, and life insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k) with company match

Paid vacation, sick leave, and holidays

Tuition reimbursement

Employee assistance and discount programs

Training and development through Percepta College

Recognition programs like Perci Perks

Qualifications

• 1-3 years of team leadership or supervisory experience.
• 3-5 years of customer service experience, preferably in a contact center.

Responsibilities

• Ensure operational success and promote a culture of customer care.
• Coach team members for professional development and performance enhancement.

Skills

Team Leadership

Customer Service

Coaching

Performance Improvement

Education

High School Diploma or GED

Some Secondary Education

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 part of creating and delivering exceptional customer experiences while enjoying the benefits 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 representatives, motivating them and building strong relationships with agents, peers, and management. Responsibilities include addressing questions related to company policies, case handling, key performance indicators, and general inquiries, as well as ensuring timely resolution of customer escalations.

During a Typical Day, You'll

1. Ensure the operational success of the team and promote a culture of Ford Customer Care.
2. Coach team members for professional development to enhance performance and customer satisfaction.
3. Lead by example to foster a positive work environment that boosts team performance.
4. Support agent development through regular coaching sessions, quality evaluations, live call monitoring, and side-by-side call handling observations.
5. Participate in activities and projects as assigned by the manager.
6. Assist in the agent interview and 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, preferably in a contact center environment.
• Experience in coaching and performance improvement.

What You Can Expect

• Competitive salary with incentives.
• Health, dental, vision, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Paid vacation, sick leave, and holidays.
• Tuition reimbursement.
• Employee assistance and discount programs.
• Training and development through Percepta College.
• Recognition programs like Perci Perks.

About Percepta

Founded in 2000, Percepta operates contact centers worldwide, delivering frictionless customer experiences. Our core values guide us daily, fostering a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation, including incentives and wellness programs.