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 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’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.).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.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. 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 preferredSix Sigma or other data driven analysis training preferredFluent in Spanish. English 3 – 5 years Team Leadership or supervisory experience.3 – 5 years customer service experience, preferable in a contact center operations environment.Experience with Dealer Operations an asset. Ability to work with Dealership Personnel.Vehicle technical experience or related technical experience preferred

What You Can Expect 

Monthly Salary.Annual Vacations (16 days)25% vacation bonus 1st year , 50% 2nd yearChristmas Bonus 15 days.Groceries CardRestaurant Card after 90 days in the company.Saving Fund 13%Life insuranceMedical InsuranceTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
The Senior Team Leader will receive training and will assist the Percepta Management with daily, weekly, and monthly reporting requirements and assist with managing pilot programs and/or other process changes as needed to drive process improvements.

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

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.

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.