Assistant Customer Experience Operations Manager
Percepta, Melbourne, FL, United States
Assistant CX Operations Manager
At Percepta, we bring first‑class service across each market we support. As an Assistant CX Operations Manager in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
The Assistant CX Operations Manager (AOM) is responsible for leading the day-to-day operations of the program. The AOM oversees program initiatives and special projects while seeking improvements that drive development and enhancements in various aspects of the business unit, including incentive actions targeting specific metrics, Customer Satisfaction (CSAT), Call Library management, effective program communications, hiring, Quality Assurance, and more. The AOM addresses questions regarding company policies, key performance indicators (coordinating analysis of metrics not meeting targets or not showing sustained improvement and developing action plans to address under‑achieving performance), case handling and general inquiries in partnership with the Business Operations Manager.
During a Typical Day – Customer Experience Center Operations
Responsible for implementing initiatives and contests, including communication of program status on time as required and providing recognition to leverage the program to its fullest extent.
Identify process breakdowns by performing root cause analysis and developing and implementing solutions that deliver upon customer concern resolution requirements.
Communicate program results, recognize agents, teams, or program‑level achievements, and promote high performance to leverage the program to its fullest potential.
Work Environment and Employee Development
Create regular communication with direct reports that inspire new ideas and innovative approaches.
Provide coaching and career mentoring for direct reports.
Set an example by creating a positive work environment that drives program performance.
Drive initiatives to support employee retention, productivity, profitability, and customer satisfaction through business processes and practices.
What You Bring To The Role
High School Diploma or equivalent
2 years of team leadership or supervisory experience (preferably in a contact center)
3–5 years of Customer Call Center experience, including at least 1 year of experience in luxury hospitality, automotive, or similar high‑end environment
Experience in managing and coaching others and improving performance
Project Management experience preferred
What You Can Expect
Competitive Salary with incentives
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
Strong team building ability
Good judgment in problem resolution
Ability to create a supportive and conducive adult learning environment
Ability to drive employee satisfaction
Demonstrate professionalism
Self‑sufficient, resourceful, and works well with minimal supervision
Mentor Team Leaders/Supervisors on developing and/or strengthening skills such as leadership, coaching, counseling, addressing employee relations issues, and team building
Knowledge of Workforce Planning Operations
Knowledge of training processes
Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by delivering exceptional service and technology in a humane way and by ensuring all employees feel valued and comfortable being their authentic selves at work. As a global company, we recognize that diversity is our strength and enables us to bring diverse perspectives to every project.
US-FL-Melbourne
#J-18808-Ljbffr
At Percepta, we bring first‑class service across each market we support. As an Assistant CX Operations Manager in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
The Assistant CX Operations Manager (AOM) is responsible for leading the day-to-day operations of the program. The AOM oversees program initiatives and special projects while seeking improvements that drive development and enhancements in various aspects of the business unit, including incentive actions targeting specific metrics, Customer Satisfaction (CSAT), Call Library management, effective program communications, hiring, Quality Assurance, and more. The AOM addresses questions regarding company policies, key performance indicators (coordinating analysis of metrics not meeting targets or not showing sustained improvement and developing action plans to address under‑achieving performance), case handling and general inquiries in partnership with the Business Operations Manager.
During a Typical Day – Customer Experience Center Operations
Responsible for implementing initiatives and contests, including communication of program status on time as required and providing recognition to leverage the program to its fullest extent.
Identify process breakdowns by performing root cause analysis and developing and implementing solutions that deliver upon customer concern resolution requirements.
Communicate program results, recognize agents, teams, or program‑level achievements, and promote high performance to leverage the program to its fullest potential.
Work Environment and Employee Development
Create regular communication with direct reports that inspire new ideas and innovative approaches.
Provide coaching and career mentoring for direct reports.
Set an example by creating a positive work environment that drives program performance.
Drive initiatives to support employee retention, productivity, profitability, and customer satisfaction through business processes and practices.
What You Bring To The Role
High School Diploma or equivalent
2 years of team leadership or supervisory experience (preferably in a contact center)
3–5 years of Customer Call Center experience, including at least 1 year of experience in luxury hospitality, automotive, or similar high‑end environment
Experience in managing and coaching others and improving performance
Project Management experience preferred
What You Can Expect
Competitive Salary with incentives
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
Strong team building ability
Good judgment in problem resolution
Ability to create a supportive and conducive adult learning environment
Ability to drive employee satisfaction
Demonstrate professionalism
Self‑sufficient, resourceful, and works well with minimal supervision
Mentor Team Leaders/Supervisors on developing and/or strengthening skills such as leadership, coaching, counseling, addressing employee relations issues, and team building
Knowledge of Workforce Planning Operations
Knowledge of training processes
Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by delivering exceptional service and technology in a humane way and by ensuring all employees feel valued and comfortable being their authentic selves at work. As a global company, we recognize that diversity is our strength and enables us to bring diverse perspectives to every project.
US-FL-Melbourne
#J-18808-Ljbffr