Team Leader

TeleTech Holdings, Inc.; Melbourne (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a dynamic Team Leader to enhance customer experiences in Melbourne, FL. This role involves leading a dedicated team, coaching for professional growth, and ensuring operational success. With a focus on fostering a positive work environment, you will play a crucial role in motivating agents and driving performance. The company values teamwork, respect, and career growth, providing ample opportunities for professional development. Join a diverse organization that prioritizes exceptional service and community engagement.

Benefits

Health, dental, vision, and life insurance

401(k) with company match

Tuition reimbursement

Employee Assistance Program

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Vacation, sick leave, and paid holidays

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, preferably in a contact center.

Responsibilities

• Lead and coach Customer Care agents to enhance performance.
• Address questions regarding company policies and customer escalations.

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 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 role involves directing, supervising, evaluating, and coaching representatives, motivating and building strong relationships with agents, peers, and the Percepta/Ford management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries. Additionally, they are responsible for timely responses and resolution of customer escalations.

During a Typical Day, You’ll

• Be responsible for the operational success of the team and fostering a culture of Ford Customer Care.
• Coach for professional development to enhance performance and customer satisfaction.
• Lead by example to create a positive work environment that boosts team performance.
• Promote agent development through frequent and timely coaching sessions, including quality evaluations, live call monitoring, and side-by-side call handling.
• Support activities and projects as requested by the manager.
• 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.
• Vacation, sick leave, 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 worldwide that deliver frictionless customer experiences. Our values are central to our organization, and we live by them every day. As a team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one.
• Teamwork – a supportive environment that encourages growth, trust, and open communication.
• Respect – accountability, dependability, and full attention from the team.
• Proactivity – surrounding yourself with solution-oriented people who strive for self and organizational improvement.
• Career Growth – ample learning opportunities for aspiring minds.
• Diversity – be part of a growing, diverse, and community-minded organization that values fun!