Intelligence Operations Manager - Account Fulfillment - Percepta

Intelligence Operations Manager

Summary

The Intelligence program provides connected vehicle solutions to Fleet customers. The Operations Manager will support and lead the team to achieve the overall objectives of the client Business Center which provides business operational support to various go-to-market teams within the client along with full customer journey and incident management support.

Responsibilities

Customer Experience Management

•Lead teams responsible for customer contacts through inbound channels including email, voice, and chat

•Establish an overarching standard of care provided to Ford Pro Intelligence customers and internal stakeholders requiring business support

•Ensure all standards and service levels are met as prescribed by the program scorecard and statement of work

•Enable team members through continuous development of skills and knowledge of emerging connected vehicle solutions

Incident Management

• Develop lean strategies for optimal incident management practices, level 1-3
• Create and nurture relationships with paired technical resource teams for effective triage and management of incidents
• Monitor and track trends for business process or product improvements
• Maintain proactive case management activities for key accounts

Operational Management

•Work alongside the team to develop:

o Project plans

o Use case detail

o Agent training curriculum

o Knowledgebase content

o Ensure optimal operations of the program to meet or exceed all contractual service level agreements

o Analyze and manage program trends and progress.

o Make adjustments based on the continuous improvement model, measuring for improved results

•Communicate all program changes to the management team and all affected areas on a consistent and timely manner. Ensure optimal support for the program.

•Handle personnel issues, including but not limited to:

o Escalated issues

o Performance reviews

o Any other personnel need as deemed necessary

•Interact with the team through team meetings, 1:1s, skip level meeting, etc. and document conversations.

•Review capacity analysis and make overall program and staffing decisions.

•Assist with the development of the program budget and ensure delivery against the forecasted amount.

•Work with Finance and Workforce to ensure accurate invoicing on a monthly basis.

•Work as partners with the client team to ensure optimal performance by the center as well as implement strategic movements.

•Complete and meet all deadlines for monthly Business Partner reviews and summarize performance, trends, issues, and highlights by program.

•Review monthly Quality of Service (QOS) report for accuracy and submit corrections, headcount numbers, and issues/actions.

•Meet with Business Owners as needed to discuss past call center performance and continuous improvements as well as offer new ideas or concepts that will help the centers run more efficiently.

•Strive to continuously improve Employee Pulse Survey results and employee satisfaction.

•Adhere to and support all Percepta and Business Partner initiatives.

•Attend and participate in team meetings and Manager meetings.

•Review scorecards on a monthly basis and submit bonus payout amounts to Human Resources and Director.

•Attend QA review meetings for each center in a continuous effort to improve calibration between Operations and QA.

•Interview and hire new employees.

•Develop an annual business plan.

•Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.

•Complete training courses as directed.

•Maintain professional working relationships.

•Complete additional tasks/projects as needed.

Education

•High school diploma required. A college degree is preferred, or equivalent work experience is required.

Experience

•3 - 5 years of customer experience center experience required

•3 - 5 years of managerial experience required

Skills

•Leadership, negotiation, and managing client relationships

•Knowledge of contact center-specific processes, databases, and programs.

•Effectively communicate with customers, managers, and co-workers.

•Ability to manage budget and staffing requirements.

•Ability to multi-task; including ability to manage multiple programs and business partners as needed.

•Coaching, mentoring, and supervisory skills.

•Strong oral, written, influential communication and presentation skills.

•Models a high level of integrity, judgment, and leadership in making decisions.

•Team building skills.

•Time management and organizational skills.

•Project management skills.

Other

•Hours of operation vary by program. Some out of hours on-call availability may be required

Direct Reports

•Specialists

•Account Leads

•Operations Supervisor

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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