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Customer Experience Operations Supervisor

3 months ago

Houston, United States Percepta Full time

Job Description **Requisition Title**

: Customer Experience Operations Supervisor ( 0366G ) we bring first-class service across each market we support. As an **Operations Supervisor** in **Houston, TX** , youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.**What Youll Be Doing**

The Customer Operations Supervisor is responsible for the supervision of client Customer service 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. * Monitor and maintain service levels to ensure:

+ Team members are properly supporting the program.

+ Monitor schedule adherence.

+ Look for opportunities to improve service levels.

* Manage customer handling (call flow) processes.

* Interact with Business Partners as needed including:

+ Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.

+ Handle special Business Partner report requests.

+ Keep abreast of anticipated program launches and changes.

+ 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, enhancements, new version releases, etc. to the appropriate personnel including the Operations Manager, Senior Operations Manager, Learning & Development department, and Quality Assurance department on a consistent and timely manner.

* Develop, coach, support and evaluate the team; responsible for the development of the team:

+ Hold monthly scorecard meetings.

+ Provide feedback and coaching timely.

+ Discuss and implement career development opportunities.

+ Create and deliver performance reviews.

+ Set up for all new hires (ID's and cubicles).

+ Maintain discussion logs.

+ Managing attendance.

+ Administer disciplinary action as necessary.

+ Recognize and reward excellent team performance.

+ Employee engagement and moral building.

+ Time sheet approval and submit corrections timely.

+ All other matters as it relates to daily management of the staff.

* Interview prospective new employees; provide feedback to Operations Manager and Human Resources.

* Work with Operations Manager and/or Senior Operations Manager on monthly business reports and process improvement initiatives as needed.

* Evaluate and coach back customer service skills in 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.

* 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 Team Leader meetings.

* Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.

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

* 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.

* High School Diploma or equivalent

* Secondary education or equivalent experience preferred

* 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

**About Percepta**

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