Customer Operations Manager
2 days ago
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.
- 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.
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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Customer Operations Supervisor
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