.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 doingthe 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 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, dealer sales and service operations business acumen in a manner that promotes employee and customer satisfaction.during a typical day, you'llresponsible 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.
).work directly with operations manager, 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 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.assist the percepta 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.promote and foster a continuous improvement culture within the organization and assist with piloting process changes as the result of partnerships with work force management, operations, training to ensure that standards are met