Customer Operations Supervisor - INTERNAL ONLY at Percepta

At Percepta, we bring first-class service across each market we support. As a Customer Operations Supervisor 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 Customer Operations Supervisor is responsible for the supervision of the 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.

Additionally, the Customer Operations Supervisor partners with the Guides ensuring high levels of customer satisfaction for all assigned program and will assist the Guides with escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

During a Typical Day, You'll

• Monitor and maintain service levels to ensure:

o Advanced Guides and Guides are properly supporting the program.

o Identifying areas in which Guides are missing key metrics and providing the coaching and follow-up necessary for improvement.

o Monitor schedule adherence.

o Look for opportunities to improve service levels.

• Manage customer handling (call flow) processes.
• Interact with Business Partners as needed including:

o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.

o Handle special Business Partner report requests.

o Keep abreast of anticipated program launches and changes.

o 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, 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:

o Hold monthly scorecard meetings.

o Provide feedback and coaching timely.

o Discuss and implement career development opportunities.

o Create and deliver performance reviews.

o Set up for all new hires (ID's and cubicles).

o Maintain discussion logs.

o Managing attendance.

o Administer disciplinary action as necessary.

o Recognize and reward excellent team performance.

o Employee engagement and morale building.

o Time sheet approval and submit corrections timely.

o 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 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.
• Responsible for manager assigned communications and responses within Enboarder, including but not limited to reviewing/acting upon questionnaire and survey information received from employees during various points of the first year of employment.

Systems Support

• 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.

Employee Data Specialist

• Review agent disputes within Empower. Determine accuracy of source data and make recommendations for correction of inaccurate values.
• Research, document and provide examples of Empower system defects. Submit problem tickets to the applicable team for resolution.
• Coordinate with program management to ensure compliance with critical Empower metrics. Provide detailed reporting of agent compliance when required metrics are not being met.
• Monitor approval deadlines and program status. Communicate upcoming deadlines to program management to ensure critical deadlines are met.

What You Bring to the Role

Education

High School Diploma or equivalent

•Secondary education or equivalent experience - preferred

Experience

•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

Skills

•Detail-oriented with strong organizational skills, time management and planning - required.

•Strong working knowledge of the Internet, computers and software (i.e. MS Office products, Internet Explorer) - required.

•Strong time management, organization and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment - required.

•Analytical and problem-solving skills - required.

•Excellent inter-personal skills. Able to interact with all internal departments and levels of management.

•Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team.

•Excellent verbal and written communication skills.

•Proficient Microsoft Office (Word, PowerPoint and Outlook).

•Leadership Skills:

o Team & consensus Building.

o Good judgment in conflict resolution.

•Ability to create a supportive and conducive adult learning environment.

•Ability to drive employee satisfaction.

•Must represent Percepta professionally with all clients and external organizations and contacts.

•Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace.

•Strong customer service, interpersonal and relationship-building skills.

•Communicate and articulate in a professional and effective manner both orally and written.

•Ability to exercise independent judgment and decision making.

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
Direct Reports: 15-20 Guides

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.

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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