Team Leader- Call center

At Percepta, we offer first-class service in every market we serve.  

What you'll do  

The Team Leader provides the day-to-day leadership and support for the program to deliver on customer and employee satisfaction while achieving the business goals of the Program and Percepta. 

During a typical day: 

Monitor and maintain service levels to ensure that Customer Service Representatives are adequately supporting the program. 

Supervise compliance with schedules. 

Look for opportunities to improve service levels. 

Manage customer service processes (call flow). 

Interact with Business Partners (customers) as needed, including:  Attend Business Partner meetings to solve problems and discuss program changes  and improvements. Manage special report requests from business partners.   Keeping abreast of planned program releases and changes. Inform the Director of all interactions with business partners. 

Interview potential new employees; provide feedback to the Program Director and Human Resources. 

Work with the Program Director on monthly business reports as needed. 

Evaluate and train customer service skills in the quality assurance process. 

Ensure that employees have the necessary training and support to perform their duties. 

What You Bring to the Role:

High school diploma or GED required.

Supervisory and leadership experience. 

Knowledge of call center metrics. 

Ability to work well with all levels of the organization. 

High customer service orientation. 

Guidance, mentoring, and supervisory skills. 

Excellent organizational, time management, and problem-solving skills 

Fluent English.

What You Can Expect

• $21,000 monthly
• Loyalty Bonus (as of the second year worked)
• 16 days of vacation
• Vacation Bonus (25% - 1st year; 50% - successive years)
• Christmas Bonus (15 days)
• Restaurant Card (after 90 days of employment)
• Food vouchers (after 90 dyas of employment)
• Life Insurance (24 months of salary)
• Savings fund
• Training and Development opportunities (Percepta College)
• Award-winning Employee Reward Program (Perci Perks
• Employee Referral Program ($10,000 MXN after 90 days of employment)
• Employee Discount

A Bit More About Your Role:

• Working arrangement: remote
• Role based in León; it is essential to reside in the area to be considered.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has 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.

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