Internal -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 amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Team Leader (TL) is responsible for the day‑to‑day leadership and management of a team of direct‑report agents. The TL directs, supervises, evaluates, and coaches their agents while motivating and building strong relationships with each agent. Additionally, the TL develops partnerships with their peers, operations management, and other support department personnel. This includes working together with Assistant Team Leader (ATL), where applicable, in managing the day‑to‑day operations of the programs within the department.

The TL is proficient in business processes, knowledgeable in agent duties and responsibilities, capable of holding performance management discussions, recognized as a key point of contact and liaison for their team of agents, and oversees the team and managing program performance.

• Lead and manage a team of direct‑report agents, including the assistant team leader where applicable.
• Direct, supervise, evaluate, and coach agents to ensure performance standards.
• Motivate and build strong relationships with agents.
• Develop partnerships with peers, operations management, and support departments (WFM, L&D, HR, TA, QA).
• Ensure operational success and foster a performance‑based culture.
• Perform agent performance management and associated discussion/action plans.
• Maintain open communication with Percepta and clients, as applicable.
• Utilize various reporting information (operations reporting, workforce management reporting, etc.).
• Perform manual reporting and data extraction for managing agent/program performance.
• Review reporting data in Power BI, Medallia, or other sources to manage performance associated with program objectives and targets.
• Demonstrate knowledge of program metrics and targets to meet or exceed expectations.
• Lead and motivate agents and the team to meet or exceed Key Performance Indicators.
• Ensure timely resolution for all customer escalations managed by the team.
• Complete supervisor escalations, contact customers by phone/email regarding agent handling or decisions.
• Assess and coach agent decision‑making in the use of customer satisfaction tools.
• Make higher‑level authority decisions in the use of customer satisfaction tools where empowered.
• Deliver effective resolution in a timely manner for all operations management requests.
• Build partnerships with support department personnel to ensure all deliverables and standards are met.
• Identify gaps in the call‑handling process and elevate them to operations management.
• Ensure quality contacts between the agent, dealer, field, and customer while adhering to timelines and commitment promises.
• Drive focus on concern resolution in the team’s customer handling process.
• Participate in bi‑weekly calibration sessions with Quality Assurance to ensure compliance with all standards.
• Compare customer satisfaction survey results to transaction handling to identify improvement opportunities.
• Review training materials and resources for accuracy; provide recommendations and feedback for necessary changes.
• Lead by example to create a positive work environment that drives team performance.
• Serve as a role model for agents and peers in all areas of leadership and customer service.
• Promote agent development through frequent and timely coaching sessions.
• Provide direct leadership to the team through business processes and practices that support employee retention, productivity, profitability, and customer satisfaction.
• Communicate process/policy changes quickly and efficiently in a fast‑paced environment.
• Lead team meetings; facilitate and participate in discussions regarding day‑to‑day operations and employee/company matters.
• Participate in discussions with Percepta and client operations to review performance results.
• Provide weekly updates to Percepta operations leadership regarding trends and escalations.
• Prepare performance evaluations on an annual basis and as needed; conduct feedback sessions.
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