Customer Operations Manager

2 days ago


Melbourne, Florida, United States Percepta Full time
About the Role

We are seeking a highly skilled and experienced Customer Operations Manager to join our team at Percepta. As a key member of our operations team, you will be responsible for leading a team of Technical Claims Managers to deliver exceptional customer experiences while achieving business goals.

Key Responsibilities
  • Lead a team of Technical Claims Managers to ensure customer and client satisfaction while achieving business goals.
  • Develop and execute action plans to address performance issues and meet Service Level Agreements (SLAs).
  • Identify trends in team performance and drive superior dealer satisfaction as measured by accessibility and problem resolution.
  • Deliver superior customer handling as measured by customer surveys and deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.
  • Review Ford Protect Agents' performance metrics and develop improvement action plans.
  • Monitor calls and coach Ford Protect Agents to ensure excellent service.
  • Complete annual performance evaluations and communicate via daily communications to team and program leadership to align production targets.
  • Monitor process and policy issues that impact satisfaction and engage program leadership to drive process change.
  • Identify process improvement opportunities and participate in calibration sessions.
  • Mentor agents to develop customer advocacy, communication skills, and program knowledge.
  • Conduct new hire, recurrent, and powertrain training support as required.
  • Achieve program certification and attend all training as required.
  • Serve as a role model for excellent customer handling and promote a culture of Dealer and Customer loyalty.
  • Work directly with on-site Clients, Field personal, and Dealers to resolve difficult customer issues.
  • Promote and foster a continuous improvement culture within the organization.
  • Conduct Team Meetings monthly with direct reports to communicate information.
  • Recognize and reward excellent team performance.
  • Build morale within the team and manage TSR job satisfaction to reduce turnover.
  • Resolve conflicts with sensitivity, tact, and fairness.
  • Work on activities and/or projects as requested by supervisor.
Requirements
  • Bachelor's degree preferred.
  • Minimum 5 years Contact Center experience with preferred experience in a supervisory capacity.
  • 1+ years of automotive technical experience (e.g. Lead Technician, Shop Foreman, Service Advisor/Manager or similar).
  • 2+ years of Ford Protect Prior Approval Experience.
  • Experience in coaching others and improving performance.
  • Understanding of contact center technologies, customer tracking systems, and their respective reporting systems preferred.
About Percepta

Percepta is a global contact center company that delivers 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 a culture of service, teamwork, respect, proactivity, career growth, diversity, competitive compensation, and a positive work environment.



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