Assistant Customer Operations Manager

3 weeks ago

Melbourne, United States Percepta Full time

The Assistant Customer Operations Manager (ACOM) will work under the direction of the Client Operations Manager (COM) to support the Lincoln Concierge Team (14-16) Concierge Service Managers). The ACOM will be primarily responsible for handling supervisor escalations and providing Quality Assurance monitoring and coaching for Concierge Service Managers. The ACOM will also be required to provide fill-in support as an acting CSM as dictated by staffing needs. The ACOM will assist the COM in leading the team to deliver exceptional Client and Dealer support. In the absence of the COM, the ACOM will assume responsibility for the overall operation of the team. The position requires the ability to lead a team to deliver high satisfaction.

Duties and Responsibilities

• Handle supervisor calls while delivering superior customer and dealer satisfaction.

• Monitor call for quality assurance

• Manage the floor and field questions from the Concierge.

• Complete role plays and interviews for hiring

• Assist COM in identifying trends for an individual that could result in CA.

• Do case reviews on agents and work with COM on building the agent up.

• Monitor current trends per COM direction and report back

• Monitor the queue to ensure agents availability to support Service and Concierge contacts

• Deliver quality monitoring coach-backs to CSM.

• Participate in QA calibration sessions

• Mentor CSM's by sharing program knowledge, experience, and skills and abilities to improve individual and team performance.

• Facilitate Team meetings and attend staff meetings as needed.

• Review individual CSM performance metrics (monthly) and work with COM to develop improvement action plans

• Work with COM to ensure delivery and understanding of Scorecards and Individual Training Plans.

• Meet on a regular basis with COM to review individual and team performance

• Maintain working files for each CSM.

• Track CSM attendance and vacation schedules to ensure adequate coverage based on COM direction

Work Environment

• Work independently while maintaining the highest degree of confidentiality.

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

• Demonstrate leadership that drives employee retention, high productivity and customer satisfaction.

• Serve as a role model for excellent Client handling and promote a culture of Dealer and Client loyalty.

• Promote and foster a continuous improvement culture within the organization.

Education

• Bachelor's degree preferred, or equivalent related experience

Experience

• Minimum of 1 year in a preferred CRC role (Tier I TL, Tier II CSM, or Tier III Specialist)

• Previous experience leading a team to deliver high customer and employee satisfaction.

• Strong customer service background and experience.

• Case management expertise and an understanding of Dealership sales and service operations is required

• Automotive OEM and/or Automotive Dealership experience preferred.

• Senior CSM Certification preferred

• CSM mentoring experience a plus

Skills

• Leadership Skills:

o Ability to lead a team

o Strong interpersonal skills including the ability to provide effective one on one coaching

o Good judgment in problem resolution

o Ability to create a supportive and conducive adult learning environment

o Ability to drive employee satisfaction

o Demonstrate professionalism

• Excellent oral and written communication skills.

• Strong computer skills - Experience with EXCEL, E-Mail and WORD required.

• Strong analytical skills including ability to interpret performance reports to identify trends

• Strong organizational, time management and problem-solving skills including ability to multi task.

• Vehicle technical competence and experience an asset.

• Knowledge ofFMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset

Other

• Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

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