Teletech

1 week ago

Team Leader - Percepta

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead day-to-day performance of Customer Care agents in the Customer Relationship Center (CRC), ensuring timely resolution of customer escalations and alignment with Ford Concern Resolution standards. Coach and develop agents through QA evaluations, live call monitoring, and side-by-side observation. Own team operations, quality contacts, KPI performance, and continuous improvement, and coordinate with Work Force Management, Operations, Training, and QA.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Provide day-to-day leadership for CRC Customer Care agents, directing, supervising, evaluating, and coaching representatives.
•Drive operational success by meeting/exceeding quality and service level objectives and key performance indicators, including customer satisfaction.
•Manage customer escalations by ensuring timely response and resolution and keeping all follow-ups as promised.
•Use available resources (QA evaluations, call handling reports, attendance/schedule adherence, summary reports, agent trace reports, AWA spending reports) to monitor performance and identify gaps in the concern resolution process.
•Complete annual performance evaluations and monthly scorecards, administer disciplinary actions if necessary, recognize/reward performance, and support training/calibration sessions.

Key Requirements

•High School Diploma or GED required; some secondary education or equivalent experience preferred.
•1–3 years of team leadership or supervisory experience.
•3–5 years of customer service experience in a contact center operations environment.
•Experience coaching others and improving performance, including knowledge of performance evaluation and feedback.
•Basic knowledge of Microsoft Word, Excel, and e-mail, with strong written/oral communication and problem-solving skills.

Experience:1-5 years

Education:High School

Skills:LeadershipTeam buildingProblem-solvingOrganizational skillsCommunication

Certifications:Coaching CertificationQA Certification-Track 2

Tech Stack:Microsoft WordMicrosoft ExcelE-mail

Company Brief

Teletech

Provides customer experience (CX) technology and services, including contact center operations, digital consulting, and cloud-based CX platforms to help enterprises improve customer engagement and operational efficiency.

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Englewood, United States

Founded: 1982

Website LinkedIn

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Teletech

1 week ago

Team Leader - Percepta

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Provide day-to-day leadership for CRC Customer Care agents, directing, supervising, evaluating, and coaching representatives.
•Drive operational success by meeting/exceeding quality and service level objectives and key performance indicators, including customer satisfaction.
•Manage customer escalations by ensuring timely response and resolution and keeping all follow-ups as promised.
•Use available resources (QA evaluations, call handling reports, attendance/schedule adherence, summary reports, agent trace reports, AWA spending reports) to monitor performance and identify gaps in the concern resolution process.
•Complete annual performance evaluations and monthly scorecards, administer disciplinary actions if necessary, recognize/reward performance, and support training/calibration sessions.

Key Requirements

•High School Diploma or GED required; some secondary education or equivalent experience preferred.
•1–3 years of team leadership or supervisory experience.
•3–5 years of customer service experience in a contact center operations environment.
•Experience coaching others and improving performance, including knowledge of performance evaluation and feedback.
•Basic knowledge of Microsoft Word, Excel, and e-mail, with strong written/oral communication and problem-solving skills.

Experience:1-5 years

Education:High School

Skills:LeadershipTeam buildingProblem-solvingOrganizational skillsCommunication

Certifications:Coaching CertificationQA Certification-Track 2

Tech Stack:Microsoft WordMicrosoft ExcelE-mail

Company Brief

Teletech

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Englewood, United States

Founded: 1982

Website LinkedIn