Team Leader - Percepta

About the role

The CRC Team Leader will oversee the daily performance of Customer Care agents within the Customer Relationship Center (CRC). You will coach, motivate, and ensure high‑quality service while handling escalations and maintaining strong relationships with agents, peers, and management.

Key responsibilities

• Lead and supervise a team of CRC agents, ensuring adherence to Ford Customer Care standards.
• Coach agents on professional development, quality handling, and KPI achievement.
• Resolve customer escalations promptly and ensure follow‑up commitments are met.
• Monitor performance using QA evaluations, call handling reports, attendance and schedule adherence data, and other metrics.
• Identify gaps in the Concern Resolution process and escalate issues to the Program Manager.
• Manage customer satisfaction tools, including goodwill assistance, ESP, Service Component Plans, and X‑Plans.
• Collaborate with Workforce Management, Operations, Training, QA, and Ford teams to meet service standards.
• Participate in bi‑weekly calibration sessions and drive continuous improvement initiatives.

Required profile

• Proven experience leading a call‑center or customer‑service team.
• Strong coaching and performance‑management abilities.
• Excellent communication skills and ability to build relationships with internal and external stakeholders.
• Results‑oriented mindset with a focus on meeting or exceeding quality and service level objectives.
• Ability to work in a fast‑paced environment and adapt to policy or process changes quickly.

Required skills

What we offer

• Opportunity to lead a high‑performing team within a global automotive service environment.
• Access to continuous training and professional development resources.
• Collaborative work culture focused on customer satisfaction and loyalty.