Sr Team Leader Technical - ESP
Percepta, Melbourne, FL, United States
At Percepta, we bring first-class service across each market we support. As a SR. Technical / Inspection Team Leaderin Melbourne, FL 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 SR. Technical / Inspection Team Leader will be responsible for the technical support and continued technical development of ESP Prior Approval Team Leads. The STITL will be responsible for the day-to-day leadership and performance management of the ESP Inspections Team. The STITL directs, supervises, evaluates, and coaches the agents while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team. The STITL will be in direct interface with the onsite/offsite clients as well external customer contacts. The SR. Technical / Inspection Team Leader will be directly accountable for managing the workflow and activities of the team in a manner that promotes customer satisfaction and meets CRC and Client business objectives. In addition, the SR. Technical / Inspection Team Leader will be responsible for participating in strategic and tactical goal setting for all programs within their management responsibility. The STITL will continuously look for improvements in processes and job functionality within the CRC.
During a Typical Day, You'll
• Provide real time technical support to frontline Technical Service Representatives and Team Leads.
• Provide technical support to the Quality Assurance Team for technical accuracy and feedback.
• Handle customer contacts as needed through escalations and customer follow up as required.
• Monitor customer needs through CSAT results to accurately guide multiple teams' performance to best meet the expectations of our customers and clients.
• Determine TSR technical training needs, make recommendations and communicate needs to the Program Manager
• Provide Subject Matter Expert (SME) support to the training department, for material creation.
• Review material with the training department after development for revision and approval.
• Regularly meet with process mapping department to ensure workflows are correct and accurate to current production procedures.
• Ensure any new technical procedures are documented and consistently utilized by all front-line employees.
• Perform transaction monitors on all agents.
• Constantly coach and motivate agents to elevate their professional development to drive performance and customer satisfaction.
• Demonstrate the ability to make approval decisions on repairs and claims within the client guidelines.
• Work with the Work Force Planning Hot Seat team, to best utilize agents' availability to maximize production and meet program service level goals.
• Manage staffing and absenteeism to ensure appropriate floor coverage within responsible teams.
• Manage and work with Team Leaders to ensure coverage and scheduling to optimize management presence during a daily workday.
• Identify opportunity areas both at the program and agent level and develop action plans/recommendations to improve workflow efficiency.
• Communicate information to Inspection and Prior Approval teams on a consistent basis to ensure that each employee understands how their day-to-day work impacts the customer and the Client's profitability.
• Develop and Maintain STARS training plan.
• Provide support to other teams as needed.
• Actively pursue and communicate continuous improvement initiatives.
• Effectively communicate ideas, goals, strategy, and corporate vision to TSRs in order to obtain understanding and acceptance.
• Develop and deliver formal and informal presentations aimed at communicating ideas and information.
Work Environment and Personal Development
• Support and sustain a positive work environment that fosters team performance through own work and behavior.
• Be receptive to performance feedback and work on improving own skills.
• Attend training classes to stay current on all roles.
• Help identify and resolve conflicts with sensitivity and tact.
• Promote an environment that encourages open and constructive dialog.
• Sustain regular communications with direct reports.
• Monitor performance of direct report and provide coaching/feedback for improvement.
• Complete performance evaluations
• Administer disciplinary actions if necessary.
• Recognize and reward excellent team performance.
• Build morale within the team and manage attrition.
Miscellaneous
• Work on activities and/or projects as requested by the Operations Manager
What You Bring to the Role
Education
• Automotive Technical based degree from college / Tech school
• ASE and/or Manufacture Certification - Preferred
Experience
• 1 years of direct customer service experience
• 3 years of automotive technical experience, preferably at a Ford or Lincoln Dealership
• Specialization in powertrain (engine and transmission) service and repair
• Experience in training others.
Skills
• Leadership Skills:
o Team Building
o Good judgment in conflict resolution
o Ability to create a supportive and conducive adult learning environment.
o Ability to drive employee satisfaction.
• Must represent Percepta professionally with all clients and external organizations and contacts.
• Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace
• Strong time management, organization, and planning skills. Able to prioritize, multitask, adapt, and thrive in a fast paced, results-driven environment.
• Strong customer service, interpersonal and relationship-building skills
• Strong Analytical skills. Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.
• Strong working knowledge of the Internet, computers, and software (i.e. Mini Tab, Full Client Business Objects, MS Office products, Internet Explorer)
• Communicate and articulate in a professional and effective manner both orally and written.
• Ability to exercise independent judgment and decision making.
• Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team.
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.
CareerGrowth
- 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.