Assistant Operations Manager - Internal Only at Percepta

At Percepta, we bring first-class service across each market we support. As an Assistant Operations Manager in Allen Park, MI, 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 GXP Assistant Operations Manager (AOM) is responsible for key functions within the day-to-day operational performance of the support center. The AOM ensures that the business' goals and objectives are met by being responsible for training, developing, coaching, and retaining high performance teams for the department.

The AOM maintains and improves call center operations by; identifying and resolving problems; preparing and completing action plans; completing analyses; Identify, implement and manage process improvement initiatives.

The AOM is the operational liaison for special projects and leads day-to-day operations in the absence of the Operations Manager. They will share Management Responsibilities for GXP Product Support Specialists. They will also assist with call volume, email processing and escalated concerns as necessary to support the business.

During a Typical Day, You'll

Customer Relationship Center Operations

•Conduct/participate in focus groups and agent/company feedback sessions.

•Promotes and fosters a continuous improvement culture within the organization. Identify process breakdowns by performing root cause analysis. Make process improvement/enhancement decisions. Analyze and manage program trends and progress of those decisions.

•Responsible for suggesting and, as approved, implementing effective team/agent processes, including communication of program status to Operations Manager as required.

•Assists the Operations Manager with development of information for Quarterly Business Reviews encompassing all support department initiatives, SOW metric performance, and future business initiatives to support the Client

•Coordinate with the Operations Manager, to develop and communicate priorities, plans, resourcing, and timelines

•Partner with support department personnel to administer program resources to drive SOW performance and agent development

•Communicates new process changes quickly and efficiently in a fast-paced environment.

•Document and retain records of all meetings and conversations with internal personnel and clients as applicable.

•Maneuver effortlessly through various digital and voice communication channels (phone and email) to provide the Dealer with prompt, courteous, and accurate information including:

•Utilizing available resources to accurately respond to Dealer inquiries through appropriate channels

•Corresponding with Dealers via phone email channel as appropriate

•Specialize and act as Subject Matter Expert on the GXP Product. Maintain exceptional product knowledge as it relates to system support and continuously updates knowledge of product and service offerings, current industry products, and technologies

•Share management responsibilities and coordinate with the Operations Manager, to develop and communicate priorities, plans, resourcing, and timelines Support operations through business processes and practices designed to support productivity, profitability, and consumer satisfaction

Work Environment and Personnel Development

•Sets an example by creating a positive work environment that drives program performance.

•Support the Operations Manager in providing product knowledge and program information that generates enthusiasm and commitment for a positive work environment that fosters team performance.

•Provides input into annual performance reviews for the agents they support.

•Plan and implement strategic learning objectives for self-development as well as development of direct reports.

•Create regular communication with team members that inspire new ideas and innovative approaches valuing the creativity, talents, and unique abilities of all employees.

•Ensure that appropriate training for all team members is available (i.e., content and timing) along with necessary job-aids.

•Must communicate all program changes to senior management team in a consistent and timely manner.

•Work on improving own skills through industry literature, workshops, and computer enhancement training.

•Keep lines of communication open with Senior Management and escalate any issues that may arise as applicable.

What You Bring to the Role

Education

•High School Diploma or GED required

Experience

•2 or more years' experience in Contact Center required with Dealership Operation and/or Automotive experience preferred.

•5 - 7 years customer service experience

•Knowledge of GXP Specific Processes, Databases and Product is preferred

•Additional experience in any of: Account Management, Project Manager, Customer Sales/Service, Marketing or Public Relations an asset

Skills

•Leadership Skills:

o Ability to lead a team of employees to meet KPIs and drive client satisfaction

o Ability to set operational goals and drive results

o Good judgment in problem/conflict resolution and good decision making skills

o Ability to create a supportive and conducive adult learning environment

o Promote and foster employee satisfaction with Percepta

o Ability to understand technological terms and support a program that is technical in nature

o Able to adapt to an ever-changing fast paced environment

•Demonstrated ability to manage inbound and back office programs

•Ability to interpret performance reports and perform data analysis to identify trends

•Excellent organizational, time management, planning and problem solving skills

•Strong written and oral communication skills

•Strong customer service, interpersonal and team/relationship-building skills

•Must work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision

•Ability to create a supportive and conducive professional learning environment

•Ability to work with various organizational levels to support development and delivery of new resource material

•Demonstrate a high degree of professionalism with all clients and internal/external organizations and contacts

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)

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 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.

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, as a condition of employment. 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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