Senior Team Leader - Technical ESP

TTEC•Melbourne, FL

5d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Senior Team Leader - Technical ESP in Melbourne, Florida, 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 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.

Requirements

Automotive Technical based degree from college / Tech school
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
Team Building
Good judgment in conflict resolution
Ability to create a supportive and conducive adult learning environment
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.

Nice To Haves

ASE and/or Manufacture Certification

Responsibilities

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.
Monitoring 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.