Team Leader, Customer Experience & Coaching

TeleTech Holdings, Inc.; Melbourne (FL); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

Vacation/Sick Time and Paid Holidays

401(k)

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Per

Job summary

Percepta in Melbourne, FL is seeking a Team Leader to oversee the day-to-day operations of a customer service team, coach agents, and build strong relationships with clients and peers to deliver outstanding experiences.

You will lead performance discussions, manage reporting (Power BI, QA), and partner with WFM, HR, and operations to drive results while supporting employee development and engagement.

Qualifications

• Leadership and coaching abilities to develop agents and drive performance.
• Experience in a contact center or customer service leadership role.
• Strong communication and interpersonal skills across all organizational levels.

Responsibilities

• Lead daily operations of the team of direct report agents and manage performance.
• Coach and evaluate agent performance, providing timely feedback and improvement plans.
• Maintain open communication with Percepta and clients, escalating issues when needed.

Skills

Team leadership

Customer service

Communication

Coaching

Performance management

Relationship building

Education

High School Diploma or GED

Tools

Power BI

Microsoft Excel

Microsoft Office

Job description

Percepta in Melbourne, FL is seeking a Team Leader to oversee the day-to-day operations of a customer service team, coach agents, and build strong relationships with clients and peers to deliver outstanding experiences.

You will lead performance discussions, manage reporting (Power BI, QA), and partner with WFM, HR, and operations to drive results while supporting employee development and engagement.