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Customer Experience Operations Supervisor

2 months ago

Melbourne, United States Percepta Full time
Job DescriptionJob DescriptionRequisition Title: Customer Experience Operations Supervisor (03YMH)
US-FL-MelbourneDescription 

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 Sr. Operations Manager based upon research performed.

Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists 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.

Must be able to work onsite in the Melbourne, FL office.  The current hours of operation are 8 am to 11 pm Monday to Friday and 8 am to 8 pm Saturday.  The hours are subject to change.

Duties and Responsibilities

·         Employee Onboarding / Employee Experience:

o   Responsible for manager-assigned communications and responses within Enboarder (Percepta’s automated communications tool), including, but not limited to reviewing/acting upon questionnaire and survey information received from employees during various points of the first year of employment

o   Promote company and contact center values and culture

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

·         Monitor and maintain service levels to ensure:

o   CX Specialists, CX Leads, 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:

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

o   Handle special Business Partner report request

o   Keep abreast of anticipated program launches and changes

o   Inform Manager on 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   Hold monthly scorecard meetings

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 moral building

o   Complete time sheet approvals and submit corrections timely

o   All other matters as it relates 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

o   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

o   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

o   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 accuracy of source data and make recommendations for 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

Education

·         High School Diploma or equivalent

·         Secondary education or equivalent experience - preferred

Experience

·         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

Skills

·         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 inter-personal 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 among a team

·         Excellent verbal and written communication skills

·         Proficient 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 organizations 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 in a professional and effective manner both orally and written. Ability to exercise independent judgment and decision-making

Other

·         Call center environment, open 24/7