Internal -Team Leader

What You’ll Be Doing

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. The TL develops partnerships with peers, operations management, and other support department personnel, including the Assistant Team Leader (ATL) when applicable, and oversees the team and program performance.

• Customer Relationship Center Operations
• Responsible for the operational success of the team, fostering 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 opportunities for each agent and the team overall
• Responsible for manual reporting, including data extractions and report development, to manage agent/program performance and present to Percepta and/or clients
• Daily review of reporting data in sources such as Power BI and Medallia to manage agent performance relative to program objectives and targets
• Demonstrate knowledge and understanding 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 of all customer escalations managed by the team
• Complete supervisor escalations, including contacting customers by phone or email to discuss agent handling or decisions made for specific matters or inquiries
• Assess and coach agent decision‑making in the use of customer satisfaction tools
• Make higher‑authority decisions regarding customer satisfaction tools as authorized
• Deliver effective resolution in a timely manner for all operations management requests
• Build partnerships with 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, adhere to timelines, and honor commitments
• Drive focus on concern resolution throughout the team’s customer‑handling process
• Participate in bi‑weekly calibration sessions with Quality Assurance to ensure compliance with all standards set by QA, OPS, and clients
• Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement and take action
• Review training materials and resources for accuracy, provide recommendations and feedback for implementing 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, supporting process adherence and quality customer interactions via coach backs of quality evaluations, live call monitoring, and side‑by‑side observation
• Provide direct leadership through business processes and practices that support employee retention, productivity, profitability, and customer satisfaction
• Communicate process or policy changes quickly and efficiently in a fast‑paced environment
• Lead team meetings and facilitate discussions regarding day‑to‑day operations and employee 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 annually and as needed, and conduct feedback sessions to deliver information to employees
• Participate in reviewing program content and resources regularly, potentially meeting with various support departments to review or edit material
• Recognize and reward exceptional individual and team performance

• Build morale within the team to support agent retention through team and company initiatives
• Resolve agent or…