Jobs in the United States

25+ jobs

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Added 1 min ago
PB
Personal Banker II (Full Time) - Cypress
PROSPERITY BANK
Cypress, TX
- Full-time
Assumes responsibility for the effective and professional performance of financial service functions.
Added 1 min ago
Program Manager
Mayo US
Eau Claire, WI
…and manage institutional expectations, patient interactions, customer relations and business agreements. Serves as the main contact for questions related to the program. Facilitates the…
Added 1 min ago
Oil Change Shop Manager -Shop#3009 - 10604 Fuqua St
Driven Brands Shared Services LLC
Houston, TX
…ask about our opportunities to join the team as an Assistant Manager or…
Added 1 min ago
Inventory Control Specialist
Tractor Supply Company
Chester, NY
Deliver on our promise of Legendary Customer Service through GURA:
Added 1 min ago
Oil Change Assistant Manager - Shop#866 - 1627 TX-351
Driven Brands Shared Services LLC
Abilene, TX
In this role, you’ll support the Shop Manager with daily operations, team development, and fast, friendly customer experience. You’ll step in as Manager on Duty when needed, helping the…
Added 1 min ago
Oil Change Shop Manager - Shop#105 - 7940 Research Forest Drive
Driven Brands Shared Services LLC
Spring, TX
…ask about our opportunities to join the team as an Assistant Manager or…
Added 1 min ago
Leasing Consultant
CAPREIT
Saint Charles, MO
If you're passionate about customer service, enjoy connecting with people, and thrive in a fast-paced environment, this is your opportunity to join one of the nation's premier multifamily…
Added 1 min ago
Assistant Community Manager
CAPREIT
Saint Charles, MO
If you're a motivated professional with a passion for customer service, resident satisfaction, and operational excellence, this is your opportunity to join one of the nation's premier…
Added 1 min ago
Community Manager
CAPREIT
Saint Charles, MO
If you're a strong leader with a passion for customer service, team development, and operational excellence, this is your opportunity to join one of the nation's premier multifamily housing…
Added 1 min ago
VC
Warehouse Operations Associate I - Processor
Visual Comfort & Co.
Skokie, IL
- $20.87 to $21.62 USD / hour
Collaborate with cross-functional teams: Work with procurement, logistics, and customer service to meet deadlines.
Added 1 min ago
Audio Visual Operations Manager
Scott Brown Media Group Inc
Gulf Shores, AL
PRIMARY PURPOSE: You will play a pivotal role in ensuring exceptional customer service, optimizing team performance, and driving business growth. Other responsibilities include support of…
Added 1 min ago
Ops Supervisor - Station
Federal Express Corporation
LEXINGTON, KY
Investigates, resolves and/or escalates customer service issues, as appropriate
Added 2 mins ago
Store Leader (Manager) Trainee
Speedway LLC
United States
…receive proper training so they can confidently provide excellent customer service to our customers every time they…
Added 2 mins ago
Teller - Area Floater
First Commonwealth Bank
Powell, OH
…their businesses. You will understand the importance of the customer experience, and the role each employees plays in delivering on our Customer Service Promise every day. Through your…
Added 2 mins ago
Financial Solutions Assistant Manager
First Commonwealth Bank
Powell, OH
As a First Commonwealth Assistant Manager reporting to a Branch Manager Business Banking or Financial Solutions Center Manager you will live out our Mission to improve the financial lives…
Added 2 mins ago
NH
Supervisor Pharmacy Liaison -NHMP Pharmacy - Danbury, CT
Nuvance Health Med Practice CT
Danbury, CT
- $30.52 to $57.19 USD / hour
…processing medication refills according to protocols, providing customer service, communicating with providers and office staff in person and via the EMR, documenting in the EMR, medication…
Added 2 mins ago
OV
Event Parking Supervisor | Part-Time | LA Fairplex Parking
Oak View Group
Pomona, CA
- $22 USD / hour
- Part-time
Assist the Manager with enforcement of the employee parking program.
Added 3 mins ago
Support Services Operator
ISS Conversational ATS
CHIPPEWA FLS, WI
…and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $20.00 - $24.00 per…
Added 3 mins ago
Branch Manager - Kendall Square - Miami, FL
JPMC page
Miami, FL
As a Branch Manager in a Chase Branch, you will be at the forefront of delivering attentive and friendly service, creating a welcoming environment that puts employees and clients first. You…
Added 3 mins ago
KT
Joint IAMD Instructor/Courseware Manager
KODA Technologies In
Colorado Springs, CO
- $110,000 to $135,000 USD / year
…missions, and give back to our community through the KODA Cares program. We offer competitive compensation, excellent benefits, and a commitment to professional growth. Join us and learn…
Added 3 mins ago
UO
Temporary Communication Professional/Fitness Marketing Specialist
University of Colorado Denver
Aurora, CO
- $28 to $32 USD / hour
Fitness Center business operations are overseen by Fitness Center General Manager and Assistant General Manager. The Fitness Center has more than 50 employees.
Added 3 mins ago
UO
Data & Innovation Program Manager
University of Colorado Denver
Aurora, CO
- $93,134 to $124,800 USD / year
The Data & Innovation Program Manager coordinates execution across two connected areas: the Pioneering Research and Innovation in Science and Medicine for Women (PRISM) program initiatives…
Added 3 mins ago
Phlebotomy Training Coordinator
Emerson Hospital
Concord, MA
…leadership and training. Reporting to the Associate Client Service Manager and Phlebotomy Supervisor, the Phlebotomy Lead plays a key role in onboarding, training, and supporting phlebotomy…
Added 3 mins ago
Branch Sales Manager
Crystal Clean
BIRMINGHAM, AL
The Branch Sales Manager (BSM) will be responsible for applying sales strategies in an effort to grow CC’s business at new and existing customer sites with an emphasis on the manufacturing…
Added 3 mins ago
KE
Electrical Estimator - Commercial Division
Kolb Electric, Inc
Hagerstown, MD
- Up to $85,000 USD / year
Maintain exceptional, first class customer service.

Percepta

Customer Operations Supervisor

Asheville, NC, United States

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Job details

Posting language: English

Original job description

At Percepta, we bring first-class service across each market we support. As a Customer Operations Supervisor working remotely, 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 Operations Supervisor is responsible for the supervision of client service and sales 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 Operations Supervisor partners with their team to ensure high levels of customer satisfaction for all assigned program and will assist the employees 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:

o Team members are properly supporting the program. o Monitor schedule adherence. o Look for opportunities to improve service levels. · Manage customer handling (call flow) processes.

· Interact with Business Partners as needed including:

o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements. o Handle special Business Partner report requests. o Keep abreast of anticipated program launches and changes. o 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, Senior 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: o Hold monthly scorecard meetings. o Provide feedback and coaching timely. o Discuss and implement career development opportunities. o Create and deliver performance reviews. o Set up for all new hires (ID's and cubicles). o Maintain discussion logs. o Managing attendance. o Administer disciplinary action as necessary. o Recognize and reward excellent team performance. o Employee engagement and moral building. o Time sheet approval and submit corrections timely. o 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 and/or Senior 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 and Team Leader 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. Systems Support · 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.

Employee Data Specialist · 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 Education · High School Diploma or equivalent

Secondary education or equivalent experience - preferred

Experience · 3 – 5 years of sales experience (automotive preferred) with 1 year of supervisor 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 Skills · 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 inter-personal 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:

o Team & consensus Building. o 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 organizations 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.

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)

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, 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 one. Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of 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.

As a condition of employment, 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. 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.

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Skills

Sales
Process improvement
Research
Customer service
Quality assurance
Program management
Regulatory compliance
Reporting
Coaching
Organizational skills
Time management
Microsoft Office
Microsoft Internet Explorer
Multitask
Problem solving
Work independently
Communication skills
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Leadership
Conflict resolution
Adult education
HR policies
Employee relations
Relationship building
Decision making
Training and development

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