Assistant Customer Operations Manager

3 weeks ago

Melbourne, United States Percepta Full time

At Percepta, we bring first-class service across each market we support. As an Assistant Customer Operations Manager in Melbourne, FL you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing
The Assistant Customer Operations Manager (ACOM) will work under the direction of the Client Operations Manager (COM) to support the 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.

During a Typical Day, You'll

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

•Monitor calls 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, 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

What You Bring to the Role

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 are 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 the ability to interpret performance reports to identify trends

•Strong organizational, time management, and problem-solving skills including the ability to multitask.

•Vehicle technical competence and experience an asset.

•Knowledge of FMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset

What You Can Expect

•Health/Dental/Vision/Life Insurance

•Flexible Spending Account (FSA) and Health Savings Account (HSA)

•401(k) with company match

•Vacation/Sick Time and Paid Holidays

•Tuition Reimbursement

•Employee Assistance Program

•Employee Discount Program

•Training and Development Programs (Percepta College)

•Employee Rewards Program (Perci Perks)

A Bit More About Your Role
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.

Direct Reports

•12-14 Customer Service Managers

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver 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:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions

Respect - a team that is accountable, dependable, and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

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.

As a condition of employment, 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. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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