Call Center Team Leader - Supporting Volvo Cars

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

The Volvo Tier 1 Team Leader is responsible for leading, coaching, developing, and motivating the Roadside team by responding to questions, providing guidance and direction, and demonstrating excellent leadership and interpersonal skills. The Team Leader ensures efficient performance of the team to provide world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints and addressing questions regarding their vehicle and more.

Represents Volvo Car USA to its owners in a professional, caring manner.

• Supervises team of associates to maintain strong teamwork and customer service levels
• Reviews ACD data to monitor the length of time customers remain on hold and takes corrective action to insure service levels are maintained
• Answers questions and recommends corrective services to address customer complaints
• Monitors productivity and performance of representatives and provides feedback, coaching, and instruction as necessary to improve performance
• Monitors case activity in the system to ensure proper handling and adherence to policies and procedures
• Researches possible resolutions and/or redirects issues when appropriate
• Prepares performance evaluations and participates in discussions around performance standards
• Maintains complete knowledge of telecommunications capabilities and associated software applications
• Applies work procedures, supervises work schedules adherence, and expedites workflow
• Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives
• Manages and participates in project development

• High school diploma required - College degree preferred or equivalent work experience required
• 1-3 years of relevant work experience

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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)

• Bilingual English and Spanish preferred, but not required
• Roadside dispatching or emergency call response experience is preferred
• Excellent knowledge of customer service - this is generally acquired through a combination of education (college degree) and at least 2 years of experience.
• Excellent written and oral communication skills required
• Proficient with use of technology, systems, and software
• Ability to utilize a PC to communicate with others
• People-oriented and great at building relationships
• Broad knowledge of the automotive business preferred
• Works independently using both logic and intuition to reach appropriate conclusions
• Displays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customers
• Makes appropriate decisions and exhibits sound judgment
  
  Listens to others and respects differences of opinion
• Analyze data, track trends, and retrieve relevant information to complete a task

• Flexible schedule as this program is a 24/7/365 operation
• Bilingual premium is $2.00/hr for anyone who is approved to utilize an additional language skill for the program (this is paid in addition to the base salary and is only applicable while approved to use the skill for the position)

• Approx. 8 per Team Lead – Volvo Tier 1 Representative

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves  a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantages and allows every individual to bring value to the table in their unique way.