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Description

Team Leader

At Percepta, we bring first-class service across each market we support. As a **Team Leader** in **Dearborn, MI** , 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 CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC). The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries. Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.

During a Typical Day, You’ll

* Responsible for the operational success of the team and for driving a culture of Ford Customer Care.

* Coach for professional development to drive performance and customer satisfaction

* Lead by example to create a positive work environment that drives team performance.

* Promote agent development through the delivery of frequent and timely coaching sessions to support process adherence and quality-driven customer interaction. This is accomplished via coach backs of quality evaluations, live call monitoring, and side-by-side observance of call handling.

* Work on activities and/or projects as requested by the Manager.

* Support agent interview selection process.

What You Bring to the Role

* 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, preferable in a contact center operations environment

* Experience in coaching others and improving performance

What You Can Expect

* Competitive Salary with Incentives

* Health/Dental/Vision/Life Insurance

* Flexible Spending Account (FSA) and Health Savings Account (HSA)

* 401(k) with company match

* Vacation/Sick Time and Paid Holidays

* Tuition Reimbursement

* Employee Assistance Program

* Employee Discount Program

* Training and Development Programs (Percepta College)

* Employee Rewards Program (Perci Perks)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

+ **Lead with humility** – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

+ **Service beyond self** – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

+ **Leave it better** – We take ownership and leave every process, person, and place better than we found it.

+ **Win together** – We succeed as one—celebrating, supporting, and showing up for each other.

+ **Deliver remarkable** – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

**Primary Location:** US-MI-Dearborn

**Req ID:** 048DZ