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 a 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.

1. Customer Relationship Center Operations

• Responsible for the operational success of the team, fostering and driving a performance‑based culture;
• Responsible for agent performance management and associated discussions/action plans;
• Maintain open communication with Percepta and clients, as applicable;
• Utilize various reporting information (operations reporting, Workforce Management reporting, etc.) to better understand areas of success and opportunity for each agent and team overall;
• Responsible for manual reporting, which may require data extract and report development, for the purpose of managing agent/program performance and presenting to Percepta and/or clients;
• Daily review of reporting data in various sources, such as Power BI and Medallia, for the purpose of managing agent performance associated with program objectives and targets;
• Demonstrate knowledge and understanding of program metrics and targets in effort of meeting/exceeding expectations;
• Lead and motivate agents and the team overall in meeting/exceeding Key Performance Indicators;
• Ensure timely resolution is delivered for all customer escalations managed by the team;
• Complete supervisor escalations, which includes contacting customers by phone/email in discussing agent handling and/or decisions made pertaining to their particular matter/inquiry;
• Responsible for assessing/coaching agent decision‑making in use of customer satisfaction tools;
• Empowered to make higher level of authority decisions in use of customer satisfaction tools;
• Deliver effective resolution in timely manner, for all operations management requests;
• Build partnerships with personnel from supporting departments (WFM, L&D, HR, TA, QA) to ensure all deliverables and standards are met from a support department perspective;
• Identify gaps in the call handling process and elevate to operations management;
• Ensure quality contacts between the agent, dealer, field, and customer; as well as adhering to timelines set and maintaining commitment promises made to all;
• Drive a 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 set forth by QA, OPS and Clients;
• Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement, and take appropriate action for improvement;
• Review training materials and resources for accuracy to the current state of the business, provide recommendations/feedback for implementing necessary changes;

2. Work Environment and Personnel Development

• 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, customer service.
• Promote agent development through delivery of frequent and timely coaching sessions to support process adherence and a quality‑driven customer interaction. This is accomplished via coach backs of quality evaluations, live call monitoring and side‑by‑side observance of call handling.
• Provide direct…