Executive Liaison Supervisor - Luxury Automotive Call Center - Percepta

Executive Liaison Supervisor

Training - Full paid training and equipment provided.

Full-time, Permanent, hybrid work schedule, must live within a commutable distance to Mahwah, NJ.

Hours of operation are Monday to Friday 8 am to 5 pm.

Summary

The Client Relationship Supervisor is responsible for the oversight of all JLR CRC Executive Liaison Percepta employees working at the JLR client site in Mahwah, NJ. This role will be the site lead for all JLR CRC Executive Liaison Percepta employees' concerns/issues, be the conduit between the Asheville, NC operation and Mahwah and will also serve as the primary contact for all local client management and strategic alignment responsibilities for the JLR account.

Responsibilities

Supervisory:

Responsible for supervision of Percepta employees, including the following:

•Absenteeism tracking and management

•Administer performance reviews

•Provide performance coaching related to performance concerns

•All duties related to hiring and dismissal of employees

•Rewards and recognition

•Vacation tracking and planning

•Serve as primary escalation point for JLR Executives for customer-escalated issues that have executive concern; responsible for all management of executive concern cases & their distribution and assignment among the Executive Liaison team

•Value and draw upon the creativity, talents and abilities of all employees

•Provide coaching and career mentoring for direct reports

•Utilize Employee Satisfaction Survey results and company values to enhance job satisfaction and employee retention

•Communicate all program changes or performance issues to the Director, Global Operations on a consistent and timely basis

•“Walk the floor” and interact with employees

Client Relationship:

•Be the on-site Percepta brand ambassador and strategic partner

•Highlighting performance successes and make recommendations either using own initiative or following internal alignment

•Act as the primary interface between the client and Percepta department Managers to provide client feedback, resolve service problems, and provide the client with operational information as appropriate. Responsible for full-cycle resolution with the client, with the assistance of the Business Operations Manager and functional leads

•Build and maintain strong relationships with assigned clients and build trust

•Facilitate strategic discussions with clients to align on CX initiatives identify growth and business development of the account, and relay this information to the Director, Global Operations and Operations Manager

•Coordinate with the client and internal departments, develop and communicate priorities, plans, resourcing, and timelines for client requested and internally driven initiatives

•Proactively consult with the client to identify opportunities for improvement

•Also act as a resource to clients regarding industry trends/initiatives/considerations

•Act as a point of escalation for client concerns and partner with appropriate internal groups to facilitate resolution

Remote Site Support:

•Act as the conduit between the Mahwah and Remote CRC sites

•Work in partnership with remote Business Operations Manager to identify client challenges and opportunities to develop strategic responses to

Education

•Associate's Degree required

Experience

•Proven leadership ability with a minimum of 3-5 years' experience managing direct reports and the client relationship

•Understanding of HR functionality, employment laws, procedures, and policy interpretation preferred

•Previous operations experience required, preferably in a CX/Customer Support environment

•Knowledge of the automotive and/or outsourcing industry required

•Good knowledge of contact center operations and back-office administration

•Previous experience in handling high visibility, escalated customer concerns

Skills

•Strong oral and written communication skills, with ability to persuade and sell using a business case

•Superior presentation and negotiation skills, with a consultative approach

•Strong business acumen

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

•Ability to build relationships at all levels within Percepta and client organization

•Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction

•Strong problem solving and decision-making skills

•Ability to set operational goals and drive results

•Ability to work alone without local supervision

•Creativity and innovation in process design and implementation, continuously sharing best practices

•Proven skills and experience in the area of coaching and mentoring

•Demonstrable ability to defuse conflict and mitigate, achieving win-win resolutions

•Superior ability to build relationships, continuously motivate and foster team development with proven coaching and career-pathing skills

•Proven ability to work with direct client interaction

•Knowledge of computers and software (MS Operating Software, MS Office Products)

•Flexibility and adaptability in a fast-paced environment

Other

•Occasional travel to US or client sites may be required

•Six direct reports: 5 Executive Liaison Specialists and 1 Senior Executive Liaison Specialist.

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.