Customer Experience Operations Supervisor

DescriptionAt Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor in the Detroit, MI Corktown Area , 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 DoingThe 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 SME (Subject Matter Expert) 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 the best resolution for the CustomerDuring a Typical Day, You’ll

Employee Onboarding / Employee Experience:

o Promote company and contact center values and cultureo Act as an employee advocate ensuring a positive and rewarding introduction to the company, and take action as needed to improve employee experience throughout the lifecycleo Monitor and maintain service levels to ensure:§ Parts and Technical SME team members are properly supporting customerso Monitor schedule adherenceo Look for opportunities to improve service levelso 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 the Manager of 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, and enhancements, including call and workflow updates, etc. to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department in a consistent and timely manner

Develop, coach, support, and evaluate the team, responsible for the development of the team:

o Provide feedback and coaching timelyo Discuss and implement career development opportunitieso Create and deliver performance reviewso Set up for all new hires (ID's and workspace)o Maintain discussion logso Manage attendanceo Administer disciplinary action as necessaryo Recognize and reward excellent team performance.o Promote Employee engagement and morale buildingo Complete time sheet approvals and submit corrections timelyo All other matters as they relate to daily management of the staff

Interview prospective new employees; provide feedback to the Operations Manager and Talent Acquisition, and Human Resources

Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed

Evaluate and coach back customer service skills in the 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.

o 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

o Complete training courses as directed by Operations and/or Learning & Developmento 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

Respond 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 the accuracy of source data and make recommendations for the 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

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

High School Diploma or equivalent

Secondary education or equivalent experience - preferred

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 in a team

Excellent verbal and written communication skills

Proficient in Microsoft Office (Word, PowerPoint, and Outlook)

Leadership Skills:

o Team & consensus buildingo 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 professionally and effectively 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 Role10-15 direct reports including Customer Experience Specialists, Lead Customer Experience Specialists, Parts Specialists, Technical SpecialistsAbout PerceptaEstablished 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 oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributionsRespect – a team that is accountable, dependable, and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – 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 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.#LI-OnsitePrimary Location: US-MI-DetroitReq ID: 03Y3B