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    Customer Experience Operations Supervisor - Houston, United States - Percepta

    Percepta
    Percepta Houston, United States

    2 hours ago

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    Description

    Job Description **Requisition Title**

    : Customer Experience Operations Supervisor ( 0366G ) we bring first-class service across each market we support. As an **Operations Supervisor** in **Houston, TX** , youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.**What Youll Be Doing**

    The Customer Operations Supervisor is responsible for the supervision of client 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. * 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, 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:

    + 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 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.

    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.

    High School Diploma or equivalent

    Secondary education or equivalent experience preferred

    3 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, etc 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

    **About Percepta**

    Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. **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.

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