Call Center Team Leader - Supporting Volvo Cars

Percepta•Mahwah, NJ

13d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Team Leader in Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Volvo Tier 1 Team Leader is responsible for leading, coaching, developing, and motivating the Roadside team by responding to questions, providing guidance and direction, and demonstrating excellent leadership and interpersonal skills. The Team Leader ensures efficient performance of the team to provide world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints and addressing questions regarding their vehicle and more. Represents Volvo Car USA to its owners in a professional, caring manner.

Requirements

High school diploma required
College degree preferred or equivalent work experience required
1-3 years of relevant work experience
Excellent written and oral communication skills required
Proficient with use of technology, systems, and software
Ability to utilize a PC to communicate with others
People-oriented and great at building relationships
Works independently using both logic and intuition to reach appropriate conclusions
Displays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customers
Makes appropriate decisions and exhibits sound judgment
Listens to others and respects differences of opinion
Analyze data, track trends, and retrieve relevant information to complete a task

Nice To Haves

Bilingual English and Spanish preferred, but not required
Roadside dispatching or emergency call response experience is preferred
Broad knowledge of the automotive business preferred

Responsibilities

Supervises team of associates to maintain strong teamwork and customer service levels
Reviews ACD data to monitor the length of time customers remain on hold and takes corrective action to insure service levels are maintained
Answers questions and recommends corrective services to address customer complaints
Monitors productivity and performance of representatives and provides feedback, coaching, and instruction as necessary to improve performance
Monitors case activity in the system to ensure proper handling and adherence to policies and procedures
Researches possible resolutions and/or redirects issues when appropriate
Prepares performance evaluations and participates in discussions around performance standards
Maintains complete knowledge of telecommunications capabilities and associated software applications
Applies work procedures, supervises work schedules adherence, and expedites workflow
Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives
Manages and participates in project development