Team Leader

hace 5 meses

Tlahuac, México Percepta International A tiempo completo

Team Leader
MX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support.

**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’ll**

Team Leader is responsible for team that will be processing new business submissions from various sales channels.
- Monitor and maintain service levels/processing time to ensure:

- Specialists are properly supporting the program.
- Monitor schedule adherence.
- Look for opportunities to improve service levels/processing time.
- Manage customer handling processes.
- Interact with Business Partners (clients) as needed including:

- Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.
- Handle special Business Partner report requests.
- Keep abreast of anticipated program launches and changes.
- Inform Manager on all Business Partner interaction.
- Develop, coach, support and evaluate the team; responsible for the development of the team.
- Hold monthly scorecard meetings.
- Provide feedback and coaching timely.
- Discuss and implement career development opportunities.
- Create and deliver performance reviews.
- Set up for all new hires (ID's and cubicles).
- Maintain discussion logs.
- Managing attendance.
- Time sheet approval and submit corrections timely.
- All other matters as it relates to daily management of the staff.
- Interview prospective new employees; provide feedback to Program Manager and Human Resources.
- Work with Program Manager on monthly business reports as needed.
- Evaluate and coach back customer service skills in quality assurance process.
- Ensure employees have the necessary training and job aids to perform their job responsibilities.
- Strive to continuously improve Employee 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

**What You Bring to the Role**
- High School graduate
- Experience with commercial sales orders or contracts.
- Strong understanding of Percepta/TTEC business, core values and goals.
- Program knowledge is desired.
- Supervisory / leadership experience is desired.
- Bilingual skills required, Spanish and English.
- Ability to work well with all levels of the organization.
- High customer service orientation.
- Coaching, mentoring and supervisory skills.

**What You Can Expect**
- $18,000 monthly.
- Life Insurance (25 monthly salaries).
- Savings Fund
- Groceries card.
- Restaurant Card (Eligibility after 90 days in the company).
- Annual vacation: 16 days at first year
- 25% Vacation Bonus.
- Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
- Christmas Bonus (15 days).
- Training and Development Programs (Percepta College).
- Employee Rewards Program.
- Work on site: CDMX- Monumento a la Revolución.

**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.

**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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