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Customer Operations Manager 1

Company: Percepta
Location: Melbourne
Posted on: November 21, 2022

Job Description:

CUSTOMER OPERATIONS MANAGER



At Percepta, we bring first-class service across each market we support. As a Customer Operations Manager in Melbourne, 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 Service Advocate Operations Manager is responsible for the supervision of Customer Service 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 Service Advocate Operations Manager partners with the Advocates ensuring high levels of customer satisfaction and will assists the Customer Service Advocates with 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


  • Monitor and maintain service levels to ensure:


    • Team members are properly supporting the program.
    • 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 issues and discuss program changes and enhancements.
      • Handle special Business Partner report requests.
      • 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, new version releases, 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 cubicles).
        • Maintain discussion logs.
        • Managing attendance.
        • Administer disciplinary action as necessary.
        • Recognize and reward excellent team performance.
        • Employee engagement and moral building.
        • Time sheet approval 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 Human Resources.
        • 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.
        • 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.
        • 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.
          • Respond to inquiries regarding system errors, functionality, and enhancements.
          • Propose new enhancements based on observations, and experience with the applicable processes.




            What You Bring to the Role


            • High School Diploma or equivalent
            • Post-secondary education or equivalent experience - preferred
            • 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, financial and investment industry or a combination thereof
            • Experience leading a team to deliver high customer and employee satisfaction
            • Ability to work with OEM Field and Dealership Personnel
            • Vehicle technical competence and/or experience an asset
            • Contact Center experience a plus
            • Leadership Skills:

              • Team Building
              • Ability to create a supportive and conducive adult learning environment
              • Good independent judgment in problem resolution and decision making

                • Ability to create a supportive and conducive adult learning environment


                • Ability to drive employee satisfaction
                • Demonstrate professionalism


                • 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 with the ability to prioritize, multitask, adapt, and thrive in a fast paced, results-driven environment - required
                • Analytical and problem-solving skills - required
                • Excellent inter-personal skills with the ability 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
                • Communicate and articulate in a professional and effective manner both orally and written
                • 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






                  What You Can Expect


                  • $59k annually
                  • Incentive bonus
                  • 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
                    This position will work from the Melbourne site.

                    About Percepta
                    Established 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, breath 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 in 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.

Keywords: Percepta, Melbourne , Customer Operations Manager 1, Executive , Melbourne, Florida

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