Team Leader

hace 7 días

Ciudad de México, Ciudad de México Percepta International A tiempo completo
Team LeaderMX-DF-Mexico DF

Description:

At Percepta, we bring first-class service across each market we support. As a
Team Leader in
Mexico City.

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 Senior Team Leader is primarily responsible for the day-to-day leadership and performance of a team of agents and lead agents in the Customer Relationship Center (CRC).

The Senior Team Leader will direct, supervise, evaluate and coach their direct reports ensuring an exceptional experience which delivers high levels of customer satisfaction, case resolution and NPS.


The Senior Team Leader will motivate and build strong relationships with the agents, their peers and the Percepta/Ford Management team.

The position will address agent and team lead inquiries regarding company policies, case handling, key performance indicators and requires the ability to mentor representatives to continuously improve their problem resolution and customer handling skills, Ford and Dealer Sales and Service operations business acumen in a manner that promotes employee and customer satisfaction.


During a Typical Day, You'll

  • Responsible for the operational success of the agents and team, driving a culture of Ford Customer Care by leading and motivating team and individual agents and team leads to meet and/or exceed key performance indicators including customer satisfaction.
  • Serve as a role model for excellent customer handling to drive concern resolution in the team customer handling process, and deliver timely resolution on customer escalations and followups.
  • Coach for professional development to drive performance and customer satisfaction by utilizing all available resources (QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, AWA Spending Reports, etc.).
  • Work directly with Operations Manager, Ford Concern Resolution Specialist, Field and/or Dealers to resolve difficult customer issues.
  • Organize and chair weekly Team meetings securing location, communicating meeting information to attendees, soliciting participants for topics, establishing agenda, track and drive changes from meeting takeaways.
  • Participate in biweekly calibration sessions with Quality Assurance to ensure compliance with client standard.
  • Participate in weekly feedback sessions to identify topics needed for the knowledgebase and draft content for review by Operations Manager.
  • Assist the Percepta and Ford Operations Managers with daily, weekly, and monthly reporting requirements.
  • Work on special projects as requested to identify process breakdowns, perform root cause analysis, and planning to implement solutions within the program that delivers upon customer concern resolution requirements.
  • Promotes and fosters a continuous improvement culture within the organization and assist with piloting process changes as the result of partnerships with Work Force Management, Operations, Training, QA and Ford to ensure that standards are met.
  • Serve as a role model for excellent customer handling and promote a culture of Dealer and Customer loyalty.
  • Lead by example to create a positive work environment that drives team performance.
  • Promote agent and team lead 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.
  • Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
  • Complete annual performance evaluations and monthly scorecards.
  • Administer disciplinary actions if necessary.
  • Recognize and reward excellent team performance.
  • Build morale within the team to support agent retention.
  • Resolve conflicts with sensitivity, tact, and fairness.
  • Plan and implement strategic learning objectives for self development.
  • Work on activities and/or projects as requested by Manager.
  • Support agent interview selection process.
  • Conduct/participate in focus groups and agent/company feedback sessions.

What You Bring to the Role

  • High School Diploma.
  • Technical education or equivalent experience preferred
  • Six Sigma or other data driven analysis training preferred
  • Fluent in Spanish. English is preferred.
years Team Leadership or supervisory experience.
years customer service experience, preferable in a contact center operations environment.

  • Experience with Dealer Operations an asset.
  • Ability to work with Dealership Personnel and Ford Operation Managers.
  • Vehicle technical experience or related technical experience preferred

What You Can Expect

  • Monthly Salary.
  • Annual Vacations

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