Team Lead

Requisition Title

: Team Lead(03X8Z)US-MI-Dearborn

Description

At Percepta, we bring first-class service across each market we support. As a Team leader in Dearborn, MI 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 CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC).The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta / Ford Management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries. Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.

During a Typical Day, You’ll

• Responsible for the operational success of the team and for driving the culture of Ford Customer Care.
• Coach for professional development to drive performance and customer satisfaction.
• Serve as a role model for excellent customer handling as prescribed by the Ford Concern Resolution process.
• Promote a culture of Ford loyalty.
• Demonstrate understanding of program goals through meeting and / or exceeding quality and service level objectives.
• Lead and motivate team and individual agents to meet and / or exceed key performance indicators including customer satisfaction.
• Utilize all available resources (QA Evaluations, Call Handling Performance Reports, Attendance and Schedule Adherence Reports, Summary Reports, Agent Trace Reports, AWA Spending Reports, etc…).
• Drive concern resolution in the team’s customer handling process.
• Ensure quality contact between the agent, dealer, field, and customer.
• Deliver resolution on any Percepta or Ford management priority requests.
• Deliver timely resolution on customer escalations.
• Ensure that all follow-ups are kept as promised.
• Maintain open communication with Percepta and Ford management.
• Identify gaps in the Concern Resolution process and escalate to your Program Manager.
• Responsible for the processing of customer satisfaction tools (award up to $2,000 / $6,000 on Goodwill Assistance, administer ESP, Service Component Plans, X-Plans)
• Build partnerships with Work Force Management, Operations, Training, QA, and Ford to ensure that standards are met.
• Participate in bi-weekly calibration sessions with Quality Assurance to ensure compliance with client standards.
• Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement.
• Responsible for agent performance management.
• Lead and participate in team meetings.
• Communicate new processes and policy changes quickly and efficiently in a fast-paced environment.
• Promotes and fosters a continuous improvement culture within the organization.

Work Environment and Personnel Development

Miscellaneous

What You Bring to the Role

Education

Experience

Skills

oTeam Building

oGood judgment in problem resolution

oAbility to create a supportive and conducive adult learning environment.

oAbility to drive employee satisfaction.

oDemonstrate professionalism.

Other

What You Can Expect

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 every day. 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 value of your contributions.

Respect– a team that is accountable, dependable and gives you their full attention.

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth – lots of learning opportunities for aspiring minds

Diversity – 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 offer 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.

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