Sr Team Leader

Sr Team LeaderMX-DF-Mexico DF**Description**:** 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.**During a Typical Day, You’ll**- Responsible for the operational success of the agents and team, driving a culture of 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 follow-ups.- 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.).- 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 take-aways.- Participate in bi-weekly 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.- 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.- 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.**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.**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 everyday. 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**Carreer 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 proces