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Customer Relations Specialist
Suburban Propane
Fort Bragg, CA · Lakeport, CA
- $20 to $24.7 USD / hour
We are currently looking for a Customer Relations Specialist to play a pivotal role in helping to support excellent customer service, customer retention and new customer acquisition. As a…
Added just now
MH
Part-Time Teller, Student Position- Newburgh Branch
Mid Hudson Valley Federal Credit Union
Newburgh, NY
- Part-time
…and flexibility, as it pertains to work schedules in order to support the current business needs and is a team player. Maintaining confidentiality, promoting integrity, and supporting the…
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Customer Experience Specialist
Farm Credit Services of America
Baldwin City, KS
Seeking a facilitator of the customer journey through the loan process and all aspects of product delivery before, during and after the closing. As a Customer Experience Specialist, you…
Added 2 mins ago
Program Implementation Manager, Global Mobility & Immigration
Turner Construction
New York, NY · CA · NJ · Denver, CO
…costs, service performance and behavior patterns to inform program and process…
Added 2 mins ago
Scientific Program Manager
Axle
Bethesda, MD
Research Training and Program Support Products – Program data summaries, application/workflow tracking, calendars, checklists, process maps, SOPs/ job aids, FAQs, and other administrative…
Added 2 mins ago
Assistant Community Manager
CAPREIT
Saint Charles, MO
Proficiency with Microsoft Office and other business technologies
Added 4 mins ago
UO
Clinical Teaching or Tenure Track Faculty (Open Rank: Assistant, Associate, and
University of Colorado Denver
Aurora, CO
- $120,000 to $145,000 USD / year
…this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring…
Added 4 mins ago
UO
Commitments Budget Analyst
University of Colorado Denver
Aurora, CO
- $40,123 USD / year
Provide guidance and serve as a dedicated resource on all Dean commitment support. This includes Departments, Dean's Office initiatives, and strategic investments within the School of…
Added 4 mins ago
UO
Temporary Communication Professional/Fitness Marketing Specialist
University of Colorado Denver
Aurora, CO
- $28 to $32 USD / hour
…community. The AHWC serves as a campus resource that provides support and a space for innovation and collaboration for researchers, clinicians, patients, students, campus employees, and…
Added 4 mins ago
JL
Leasing Summer 2027 Internship - Denver, CO
Jones Lang LaSalle
Denver, CO
- $40,123 USD / year
…entrepreneurial sales environment of commercial real estate. You will support leasing brokerage activities by assisting with special projects designed to support quality decision-making by…
Added 5 mins ago
Marketing Consultant
Lincoln Financial
Radnor, PA
As the Marketing Consultant, you will develop and execute marketing initiatives that support Lincoln’s retirement products and solutions, including product launches, enhancements and…
Added 6 mins ago
PeopleSoft Developer
S.P. Richards Company
Atlanta, GA
…processing, including PeopleCode, Application Engine, SQR, SQL, Process Scheduler, reports, and interfaces. Production support is an important part of the role and includes troubleshooting…
Added 6 mins ago
AI GRC Architect
Fiserv Solutions LLC
Alpharetta, GA · Berkeley Heights, NJ
…technical controls, lifecycle gates, and evidence models across business…
Added 6 mins ago
Director, Account Management
Fiserv Solutions LLC
Milwaukee, WI · Lincoln, NE
Partner with internal teams across Fiserv to resolve client issues and align support plans with business priorities.
Added 6 mins ago
SE
Project Director
Shine Early Learning Inc
Remote, United States
- $100,000 to $105,000 USD / year
…preparing for an exciting new opportunity to expand its impact and support children and families in Maine. As we take steps toward this anticipated partnership, we are moving forward with…
Added 6 mins ago
Scale House Attendant
WIN Waste Innovations
Milford, CT
…today's needs. WIN Waste Innovations is a vertically integrated business with a platform of 50 strategically located collection, transfer, and disposal assets. These include waste-to-energy…
Added 7 mins ago
Intake Specialist
AdaptHealth LLC
Remote, United States
Work closely with sales, insurance verification, and internal support teams to facilitate the referral and intake process
Added 7 mins ago
AL
Patient Liaison (HME)
AdaptHealth, LLC
Knoxville, TN
- $21 to $23 USD / hour
Commitment to Our People – Support, Development, and Advancement Opportunities
Added 7 mins ago
AL
Patient Liaison (HME)
AdaptHealth LLC
CT
- $21 to $24 USD / hour
Commitment to Our People – Support, Development, and Advancement Opportunities
Added 7 mins ago
Patient Liaison (HME)
AdaptHealth LLC
TX
Commitment to Our People – Support, Development, and Advancement Opportunities
Added 7 mins ago
Patient Liaison (HME)
AdaptHealth LLC
CA
Commitment to Our People – Support, Development, and Advancement Opportunities
Added 7 mins ago
Lead, Operations Specialist - Non-Driving
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Fort Smith, AR
The Lead Operations Specialist role is one that supports oversight of patient care and operational excellence in our business. This role is unique in its ability to lead the impact patient…
Added 7 mins ago
Recruitment Onboarding Intern
Children's Healthcare of Atlanta
Brookhaven, GA
The Recruitment Onboarding Intern will support the Children's Healthcare of Atlanta Welcome Team in completing pre-boarding and onboarding activities for new hires. The intern will help…
Added 8 mins ago
PB
Director of Finance Palm Beach County Public Defender's Office
Palm Beach County Public Defender / 15th Circuit
West Palm Beach, FL
- $90,000 to $100,000 USD / year
The office handles approximately 30,000 cases per year and has approximately 200 employees including lawyers (120), investigators, social workers, and support staff. The main office, which…
Added 8 mins ago
Administrative Branch Manager
Kentucky Personnel Cabinet
Bowling Green, KY
Administrative Oversight and Program Compliance - Provide administrative oversight to regional office

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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More about this job

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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