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Added 1 min ago
L
Landscape Production Manager
LandCare
Renton, WA
- $75,000 to $95,000 USD / year
Partner with Account Manager and clients to perform landscape quality audits to review landscape quality, task execution, identify maintenance needs, and recommend enhancement opportunities
Added 1 min ago
L
Landscape Production Manager
LandCare
Lake Oswego, OR
- $65,000 to $85,000 USD / year
Partner with Account Manager and clients to perform landscape quality audits to review landscape quality, task execution, identify maintenance needs, and recommend enhancement opportunities
Added 1 min ago
Parts and Service Sales Representative (PSSR) - Mid
Butler Machinery Company
Bismarck, ND
SmartDollar – employer-paid financial planning program
Added 2 mins ago
Personal Banker Associate I
Fifth Third Bank, National Association
Shelby, MI
…Banker I after completing a 4-8 week on-boarding and education program that includes rotations in operations and Sales & Service. There will be a certification at the conclusion of the…
Added 2 mins ago
Personal Banker Associate I
Fifth Third Bank, National Association
Shelby, MI
…Banker I after completing a 4-8 week on-boarding and education program that includes rotations in operations and Sales & Service. There will be a certification at the conclusion of the…
Added 2 mins ago
F&
Property Manager
Flaherty & Collins Properties
Cleveland Heights, OH
- $70,000 to $73,000 USD / year
…and making a meaningful impact in a community? As a Property Manager at Flaherty & Collins Properties, you’ll have the opportunity to bring your expertise to the table, oversee a thriving…
Added 2 mins ago
WD
Shift Coordinator - BCBA (31245)
We Do Life...Together
Naugatuck, CT
- $21 to $24 USD / hour
The Shift Coordinator is the on-shift leader of the home. Working under the direct supervision of the Residential Program Manager, you will help run the day-to-day operation of the home,…
Added 2 mins ago
Program Coordinator II (National Center for Infrastructure Transformation - NCIT)
Prairie View A&M University
Prairie View, TX
The Program Coordinator II, under general supervision, works collaboratively with leadership to plan, develop and implement programs for the newly awarded National Center for Infrastructure…
Added 2 mins ago
Senior Manager, Strategic Finance & Investor Relations
Zocdoc
NY
Zocdoc’s most important asset is our people. As a Sr. Manager, Strategic Finance & Investor Relations, you’ll own Zocdoc’s investor relations function and support the capitalization…
Added 3 mins ago
Assistant Manager
The Tile Shop
Lake Zurich, IL
At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are…
Added 3 mins ago
Project Manager (all levels - PM, SPM's and PX)
Rosendin Electric, Inc
United States
Join our team as a Senior Project Manager where you will be responsible for the overall direction, completion, and financial outcome for several small to medium projects or one very large…
Added 4 mins ago
Consulting Opportunity: Summer Chinese-Speaking Resident Directors and Assistant Resident Directors
AMERICAN COUNCILS FOR INTERNATIONAL EDUCATION ACTR/ACCELS
Various
…Assistant Resident Directors may be asked to travel to the program site in advance of the students’ arrival, or may be asked to travel with their respective participant groups at the…
Added 4 mins ago
Regional Human Resources Manager
GEODIS
Fontana, CA
Manages and develops subordinates, such as Human Resources Coordinator, Generalist, or Manager
Added 4 mins ago
Senior Category Manager
SNBR Inc
Remote, United States
At Sleep Number, wellbeing isn’t a program - it’s part of who we are. We support team members and their families across emotional, financial, career, community, and physical health, all…
Added 4 mins ago
AR
Assistant Property Manager
Avenue5 Residential, LLC
Beaverton, OR
- $24 to $27 USD / hour
Financial wellness: Competitive pay plus basic life insurance and matching 401(k) contributions.
Added 4 mins ago
Associate Director, Project Management & Operations – (Translational Medicine, CLIA, & Bioanalysis)
Celgene - Summit (Corp)
Princeton, NJ
The Associate Director, Project Management & Operations (PM&O) leads the program management and operational framework supporting BMS’s internal CLIA laboratory and Bioanalysis…
Added 5 mins ago
ASSISTANT DIRECTOR OF RESIDENTIAL SERVICES
Apis Services Inc
ORLANDO, FL
BA/BS degree in Human Services f ield and a minimum of three years manager and/or director level experience supporting persons with developmental disabilities.
Added 7 mins ago
Onsite HOA Community Manager (Lifestyle)
AAM Brand
Wendell, NC
Establishes, drafts, executes and supervises community annual budget, manage capital improvements, review monthly financial statements, prepare variance reporting, monitor community A/P,…
Added 7 mins ago
Corporate Financial Reporting Accountant I
National Education Loan Network, Inc. (NELN)
Lincoln, NE
Develops, prepares, and analyzes financial and operating data while performing a variety of accounting duties. Assists with completion of other department projects.JOB RESPONSIBILITIES:
Added 7 mins ago
FA
Property Manager
FLAHERTY AND COLLINS INC
Cleveland Heights, OH
- $70,000 to $73,000 USD / year
…and making a meaningful impact in a community? As a Property Manager at Flaherty & Collins Properties, you’ll have the opportunity to bring your expertise to the table, oversee a thriving…
Added 7 mins ago
Senior Project Manager - Atlassian Cloud Migration
NTT DATA Services
King Of Prussia, PA
The Project Manager will be responsible for end-to-end planning, governance, dependency management, risk management, stakeholder coordination, financial tracking, migration wave planning,…
Added 7 mins ago
Team Manager Production, Night Shift, Ford Energy
Ford Global
Glendale, KY
As the Team Manager – Production, you will lead the execution, optimization, and continuous improvement of high-volume assembly and manufacturing operations within our advanced BESS…
Added 7 mins ago
General Manager - Hilton Garden Inn Rochester
Schulte Companies
Rochester, NY
Schulte Hospitality Group is seeking a dynamic, service-oriented General Manager to join our team! SHG is an organization whose success is rooted in its service culture. Our mission is to…
Added 7 mins ago
Project Controls Specialist | Schulte Design & Construction
Schulte Companies
Louisville, KY
Prepares construction financial reports, trackers, and dashboards that give Project Managers and leadership timely visibility into budget status, payment status, open change orders, cost…
Added 8 mins ago
CO
Family Care Manager - Linkages to Learning Specialist
City of Rockville
Rockville, MD
- $67,396 to $111,204 USD / year
The Linkages to Learning (LTL) Family Care Manager provides comprehensive, family-centered care management and resource navigation services to children and families within the Twinbrook…

Closed listing

Percepta

Customer Operations Supervisor

Asheville, NC, United States

This opening has closed.

The original listing is kept below for reference.

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Posting language: English

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Original job description

Archived listing. The details below describe a past opening.

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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