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Team Leader

Company: Percepta
Location: Melbourne
Posted on: September 16, 2023

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

  • High school diploma required. College degree preferred or equivalent work experience required.Experience
    • Strong understanding of Percepta's business, core values and goals.
    • Program knowledge is desired
    • Supervisory / leadership experience is desired.
    • Understanding of call center metrics is desired.Skills
      • Ability to build rapport across all levels, both internally and externally.
      • High customer service orientation - excellent judgment in customer interaction and problem resolution.
      • Proactive, and organized, can anticipate our Automotive Client's concerns before they're asked about them.
      • Coaching, mentoring, and supervisory skills.
      • Personal computing experience including Excel, PowerPoint, and Word.
      • Excellent organizational, time management, and problem-resolution skills.
      • Logical thinker.
      • Must be able to interact effectively with all internal departments and Percepta representatives.
      • Proven ability to work in a fast-paced environment.
      • Excellent verbal communication skills, articulate communicator who can speak the language of
      • Social Media environments and versed in journalism (preferred).
      • A polished & savvy written communication level, including impeccable grammar & spelling.
      • Works well independently and in a team environment.
      • Ability to multitask.What You Can Expect
        • Health/Dental/Vision/Life Insurance
        • Flexible Spending Account (FSA) and Health Savings Account (HSA)
        • 401(k) with company match
        • 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)A Bit More About Your Role
          • Hours of operation vary by program.About Percepta Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily . As a Percepta team member, you can expect: Culture of Service - to be treated like you are the customer from day one Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value in your contributionsRespect - a team that is accountable, dependable and gives you their full attentionProactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth - lots of learning opportunities for aspiring mindsDiversity - be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs provide incentives and promote physical, mental, and financial wellness. As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process

Keywords: Percepta, Melbourne , Team Leader, Hospitality & Tourism , Melbourne, Florida

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