Assistant Customer Experience Operations Manager
Percepta LLC, Melbourne, FL, United States
Requisition Title
Assistant Customer Experience Operations Manager (04BN3)
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, etc. The AOM addresses questions regarding company policies, key performance indicators (including coordinating the analysis of metrics not meeting targets or not showing sustained improvement and the development of an action plan to address underachieving performance), case handling and general inquiries in partnership with the Business Operations Manager.
During a Typical Day, You’ll
Customer Experience Center Operations
Implement 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 develop and implement solutions that deliver upon customer concern resolution requirements.
Communicate program results to agents, teams or program level, recognizing achievements and 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 and input to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
What You Bring to the Role
High School Diploma or equivalent
2 years team leadership or supervisory experience (preferably in a contact center)
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
What You Can Expect
Competitive Salary with Incentives
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)
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
Ability to mentor Team Leaders/Supervisors on developing and/or strengthening skills such as leadership, coaching and counseling, addressing employee relations issues, and team building
Knowledge of Work Force Planning Operations
Knowledge of training processes
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 support.
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.
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Assistant Customer Experience Operations Manager (04BN3)
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, etc. The AOM addresses questions regarding company policies, key performance indicators (including coordinating the analysis of metrics not meeting targets or not showing sustained improvement and the development of an action plan to address underachieving performance), case handling and general inquiries in partnership with the Business Operations Manager.
During a Typical Day, You’ll
Customer Experience Center Operations
Implement 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 develop and implement solutions that deliver upon customer concern resolution requirements.
Communicate program results to agents, teams or program level, recognizing achievements and 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 and input to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
What You Bring to the Role
High School Diploma or equivalent
2 years team leadership or supervisory experience (preferably in a contact center)
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
What You Can Expect
Competitive Salary with Incentives
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)
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
Ability to mentor Team Leaders/Supervisors on developing and/or strengthening skills such as leadership, coaching and counseling, addressing employee relations issues, and team building
Knowledge of Work Force Planning Operations
Knowledge of training processes
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 support.
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.
#J-18808-Ljbffr