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Customer Experience Operations Supervisor
3 months ago
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.