Team Leader
Company: Percepta
Location: Melbourne
Posted on: September 16, 2023
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Job Description:
At Percepta, we bring first-class service across each market we
support. As a Team Leader in Melbourne, Florida you'll be a part of
creating and delivering amazing customer experiences, while also
enjoying the satisfaction of being part of a unique culture.What
You'll Be Doing The Team Leader provides the daily leadership and
support for the program to meet customer and employee satisfaction
while achieving the business goals of the Program and
Percepta.During a Typical Day, You'llDuties and Responsibilities---
Monitor and maintain service levels to ensure:o Business
Analysts/CSRs are properly supporting the program.o Monitor
schedule adherence.o Look for opportunities to improve service
levels.--- Manage customer handling (call flow) processes.---
Interact with Business Partners as needed including:o Attend
Business Partner meetings to resolve issues and discuss program
changes andenhancements.o Handle special Business Partner report
requests.o Keep abreast of anticipated program launches and
changes.o Inform Manager on all Business Partner interactions.---
Analyze and manage program trends and progress. Interact with key
users for feedback to make process improvement/enhancement
recommendations.--- Communicate all changes, enhancements, new
version releases, etc. to the appropriatepersonnel including the
Operations Manager, Learning & Development department, and Quality
Assurance department in a consistent and timely manner.--- Develop,
coach, support and evaluate the team; responsible for the
development of the team:o Hold monthly scorecard meetings.o Provide
feedback and coaching timely.o Discuss and implement career
development opportunities.o Create and deliver performance
reviews.o Set up for all new hires (ID's and cubicles).o Maintain
discussion logs.o Managing attendance.o Administer disciplinary
action as necessary.o Recognize and reward excellent team
performance.o Employee engagement and moral building.o Timesheet
approval and submit corrections timely.o All other matters as it
relates to the daily management of the staff--- Interview
prospective new employees; provide feedback to Operations Manager
and Human Resources.--- Work with the Operations Manager on monthly
business reports as needed.--- Evaluate and coach back customer
service skills in the quality assurance process.--- Ensure
employees have the necessary training and job aids to perform their
job responsibilities.--- Strive to continuously improve Pulse
Survey results and employee satisfaction.--- Be visible and
available on the floor. Interact with the team as much as possible
through team meetings, walking the floor, one-on-one meetings,
etc.--- Adhere to and support all Percepta and Business Partner
quality initiatives, systems, and policies.--- Support all Percepta
Call-Center policies and procedures.--- Attend and participate in
team meetings and Team Leader meetings.--- Communicate and generate
enthusiasm and commitment for a positive work environment that
fosters team performance.--- Complete training courses as directed
by Operations and/or Learning & Development.--- Maintain
professional working relationships.--- Complete additional
tasks/projects as needed.--- Responsible for manager-assigned
communications and responses within Enboarder, including but not
limited to reviewing/acting upon questionnaire and survey
information received from employees during various points of the
first year of employment.What You Bring to the Role Education
Keywords: Percepta, Melbourne , Team Leader, Hospitality & Tourism , Melbourne, Florida
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