Customer Experience Operations Supervisor

Customer Experience Operations Supervisor

At Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor in Houston, TX, 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 Experience Operations Supervisor is responsible for the supervision of the Customer Experience 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 Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist 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

Responsibilities

Employee Onboarding / Employee Experience:

• Responsible for manager assigned communications and responses within Enboarder (Percepta's automated communications tool), including, but not limited to reviewing/acting upon questionnaires and survey information received from employees during various points of the first year of employment
• Promote company and contact center values and culture
• Act as employee advocate insuring a positive and rewarding introduction to the company, act as needed to improve employee experience throughout lifecycle

Monitor and maintain service levels to ensure:

• CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers
• Monitor schedule adherence
• Look for opportunities to improve service levels
• Manage customer handling (call flow) processes

Interact with Business Partners as needed including:

• Attend Business Partner meetings to resolve and discuss program changes and enhancements
• Handle special Business Partner report request
• Keep abreast of anticipated program launches and changes
• 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, including call and workflow updates, 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:

• Hold monthly scorecard meetings
• Provide feedback and coaching timely
• Discuss and implement career development opportunities
• Create and deliver performance reviews
• Set up for all new hires (ID's and workspace)
• Maintain discussion logs
• Manage attendance
• Administer disciplinary action as necessary
• Recognize and reward excellent team performance.
• Promote Employee engagement and moral building
• Complete time sheet approvals and submit corrections timely
• All other matters as it relates to daily management of the staff

Interview prospective new employees; provide feedback to Operations Manager and Talent Acquisition, and People Innovation

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.
• Supervisors who manage Specialists handling electric vehicles will need upskilling on additional applications, including:
• CVBOP
• JIRA
• Comarch
• Home Charging Command Center
• BEV KB
• ServiceNow (with escalation capabilities)

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 leadership 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

Collaborate with multiple IT teams in the development of new system enhancements

Perform user acceptance testing of system enhancements

Responding to inquiries regarding system errors, functionality, and enhancements

Propose new enhancements based on observations, and experience with the applicable processes

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

High School Diploma or equivalent

Secondary education or equivalent experience - preferred

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

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

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 interpersonal 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:

• Team & consensus building
• 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 organization 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

Other

Call center environment

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered on multiple channels, speaking multiple languages, we bring first-class service across each market we