Customer Experience Operations Supervisor

Description

At Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor in the Detroit, MI Corktown Area , 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 Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Operations Manager based upon research performed.

Additionally, the Customer Experience Operations Supervisor partners with the SME (Subject Matter Expert) ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure the best resolution for the Customer

During a Typical Day, You'll

• Employee Onboarding / Employee Experience:

o Promote company and contact center values and culture

o Act as an employee advocate ensuring a positive and rewarding introduction to the company, and take action as needed to improve employee experience throughout the lifecycle

o Monitor and maintain service levels to ensure:

§ Parts and Technical SME team members are properly supporting customers

o Monitor schedule adherence

o Look for opportunities to improve service levels

o Manage customer handling (call flow) processes Interact with Business Partners as needed including:

§ Attend Business Partner meetings to resolve and discuss program changes and enhancements

§ Handle special Business Partner report request

§ Keep abreast of anticipated program launches and changes

§ Inform the Manager of all Business Partner interaction

• Analyze and manage program trends and progress
• Interact with key users for feedback to make process improvement / enhancement recommendations
• Communicate all changes, and enhancements, including call and workflow updates, etc. to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department in a consistent and timely manner
• Develop, coach, support, and evaluate the team, responsible for the development of the team:

o Provide feedback and coaching timely

o Discuss and implement career development opportunities

o Create and deliver performance reviews

o Set up for all new hires (ID's and workspace)

o Maintain discussion logs

o Manage attendance

o Administer disciplinary action as necessary

o Recognize and reward excellent team performance.

o Promote Employee engagement and morale building

o Complete time sheet approvals and submit corrections timely

o All other matters as they relate to daily management of the staff

• Interview prospective new employees; provide feedback to the Operations Manager and Talent Acquisition, and Human Resources
• Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed
• Evaluate and coach back customer service skills in the quality assurance process
• Ensure employees have the necessary training and job aids to perform their job responsibilities.
• Strive to continuously improve Touchpoint and Pulse Survey results and employee satisfaction
• Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc.

o Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies. Support all Percepta Call-Center policies and procedures

• Attend and participate in team meetings and leadership meetings
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance

o Complete training courses as directed by Operations and/or Learning & Development

o Maintain professional working relationships

• Complete additional tasks / projects as needed
• Collaborate with multiple IT teams in the development of new system enhancements
• Perform user acceptance testing of system enhancements
• Respond to inquiries regarding system errors, functionality, and enhancements
• Propose new enhancements based on observations and experience with the applicable processes
• Review agent disputes within Empower. Determine the accuracy of source data and make recommendations for the correction of inaccurate values
• Research, document and provide examples of Empower system defects. Submit problem tickets to the applicable team for resolution
• Coordinate with program management to ensure compliance with critical Empower metrics.
• Provide detailed reporting of agent compliance when required metrics are not being met
• Monitor approval deadlines and program status. Communicate upcoming deadlines to program management to ensure critical deadlines are met

What You Bring to the Role

• 3 – 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, etc. experience required
• Experience in managing and coaching others and improving performance
• Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems - preferred
• High School Diploma or equivalent
• Secondary education or equivalent experience - preferred
• Detail-oriented with strong organizational skills, time management, and planning – required
• Strong working knowledge of the Internet, computers, and software (i.e. MS Office products, Internet Explorer) – required
• Strong time management, organization, and planning skills. Able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment – required
• Analytical and problem-solving skills – required
• Excellent interpersonal skills. Able to interact with all internal departments and levels of management
• Self-starter who demonstrates a high level of initiative, resourcefulness, and ability to work independently and interdependently in a team
• Excellent verbal and written communication skills
• Proficient in Microsoft Office (Word, PowerPoint, and Outlook)
• Leadership Skills:

o Team & consensus building

o 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 organization 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 customer service, interpersonal, and relationship-building skills
• Communicate and articulate professionally and effectively both orally and written. Ability to exercise independent judgment and decision-making

What You Can Expect

• 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)

A Bit More About Your Role

10-15 direct reports including Customer Experience Specialists, Lead Customer Experience Specialists, Parts Specialists, Technical Specialists

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions

Respect – a team that is accountable, dependable, and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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Primary Location: US-MI-Detroit

Req ID: 03Y3B