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Station Services8 - Red Cap - Guaranteed Extra Board (GEB) - 90393112 - Chicago
Amtrak
Chicago, IL
- $26.27 to $35.03 USD / hour
As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of…
Added 1 min ago
Mechanical Construction Trainer
Walker White Mechanical
Columbia, SC
Familiarity with apprenticeship programs and workforce development initiatives
Added 4 mins ago
Ops Supervisor - Station
Federal Express Corporation
LEXINGTON, KY
Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small…
Added 6 mins ago
J.P. Morgan Wealth Management - Market Director of Wealth - Fort Worth, TX
JPMC page
Fort Worth, TX
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Added 6 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 8 mins ago
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Project Director
Shine Early Learning Inc
Remote, United States
- $100,000 to $105,000 USD / year
Supervise all PDN staff directly or through the Training Manager and Data and Evaluation Manager; includes hiring, onboarding, performance management, and professional development
Added 8 mins ago
Project Manager II, Sustainability-SCC
Estes Express Lines
Richmond, VA
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Added 10 mins ago
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Youth Career Advisor (800017)
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- Up to $20 USD / hour
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Assistant Plant Manager - Lighting and Transportation
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…on creating the world of tomorrow, today. We are the modern workforce. Are you ready to move the world forward? Apply…
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Talent Acquisition Specialist
IMIA, LLC
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Added 12 mins ago
School Nutrition Assistant Osseo Senior
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OSSEO, MN
…Vegetable Grant, After School Snack Program, Dinner Program, Summer Programs ,…
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Enterprise Compliance Manager
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The Enterprise Compliance, Ethics & Risk Manager is responsible for developing, coordinating, and monitoring enterprise-wide compliance programs that support the company’s regulated natural…
Added 12 mins ago
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United States
American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you…
Added 12 mins ago
Long Term Substitute: Finance Manager (0.42 FTE)
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The Finance Manager provides essential operational assistance and financial leadership to the Department of Special Education and the Office of Finance & Operations. This role oversees…
Added 12 mins ago
Customer Operations Supervisor
Percepta
Asheville, NC
…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…
Added 13 mins ago
EC
Biologist 2 (Wildlife) - NY HELPS
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Added 14 mins ago
Regional HR Manager
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The Regional Human Resources Manager provides hands-on HR leadership across assigned NABRICO manufacturing facilities. Partnering with plant leaders, supervisors, and local HR teams, this…
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Wireless Retail Sales Associate - W2809
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We are committed to employing a diverse workforce and are an equal-opportunity employer. Qualified applicants will receive consideration regarding race, color, religion, sex, national…
Added 15 mins ago
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Wireless Retail Sales Associate - W3282
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We are committed to employing a diverse workforce and are an equal-opportunity employer. Qualified applicants will receive consideration regarding race, color, religion, sex, national…
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Wireless Retail Sales Associate - W3851
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Public Service Manager II - Assessment Team Director
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Uniform understanding of state and federal laws, rules, regulations, and policies about state assessment programs
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Maintenance Planner/Scheduler
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Manager, People - US
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Service Manager
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…smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each…
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…smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each…

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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