At Percepta, we bring first-class service across each market we support. As aCustomer Operations SupervisorinMelbourne, FL, 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 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.

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 the best resolution for the customer.

2nd and 3rd shifts are available: 2:30 pm to 11:30 pm and 11:30 pm to 8 am.  Must be able to work one weekend day.

Training is on-site in the Melbourne, FL office.

During a Typical Day, You’ll

·Responsibilities

oMonitor and maintain service levels to ensure:

§Team members are properly supporting the program.

§Monitor schedule adherence.

§Look for opportunities to improve service levels.

oManage customer handling (call flow) processes.

oInteract 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 the Manager of all Business Partner interactions.

oAnalyze and manage program trends and progress.Interact with key users for feedback to make process improvement / enhancement recommendations.

oCommunicate 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 in a consistent and timely manner.

oDevelop, 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.

§Timesheet approval and submit corrections timely.

§All other matters as it relates to the daily management of the staff.

oInterview prospective new employees; provide feedback to the Operations Manager and Human Resources.

oWork with the Operations Manager and/or Senior Operations Manager on monthly business reports and process improvement initiatives as needed.

oEvaluate and coach back customer service skills in the quality assurance process.

oEnsure employees have the necessary training and job aids to perform their job responsibilities.

oStrive to continuously improve Touchpoint and Pulse Survey results and employee satisfaction.

oBe 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.

oAdhere to and support all Percepta and Business Partner quality initiatives, systems, and policies.

oSupport all Percepta Call-Center policies and procedures.

oAttend and participate in team meetings and Team Leader meetings.

oCommunicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.

oComplete training courses as directed by Operations and/or Learning & Development.

oMaintain professional working relationships.

oComplete additional tasks / projects as needed.

·Systems Support

oCollaborate with multiple IT teams in the development of new system enhancements.

oPerform user acceptance testing of system enhancements.

oRespond to inquiries regarding system errors, functionality, and enhancements.

oPropose new enhancements based on observations and experience with the applicable processes.

·Employee Data Specialist

oReview agent disputes within Empower.Determine the accuracy of source data and make recommendations for the correction of inaccurate values.

oResearch, document and provide examples of Empower system defects.Submit problem tickets to the applicable team for resolution.

oCoordinate with program management to ensure compliance with critical Empower metrics. Provide detailed reporting of agent compliance when required metrics are not being met.

oMonitor approval deadlines and program status.Communicate upcoming deadlines to program management to ensure critical deadlines are met.

What You Bring to the Role 

·Education

oHigh School Diploma or equivalent

oSecondary education or equivalent experience - preferred

·Experience

o3 – 5 years of combined experience in Customer Call Center, luxury hospitality, automotive, concierge services, case management, etc.

oExperience in managing and coaching others and improving performance

oThrough understanding of contact center technologies, customer tracking systems, and their respective reporting systems - preferred

·Skills

oDetail-oriented with strong organizational skills, time management, and planning – required.

oStrong working knowledge of the Internet, computers, and software (i.e. MS Office products, Internet Explorer) – required.

oStrong time management, organization, and planning skills.Able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment – required.

oAnalytical and problem-solving skills – required.

oExcellent interpersonal skills.Able to interact with all internal departments and levels of management.

oSelf-starter who demonstrates a high level of initiative, resourcefulness, and ability to work independently and interdependently in a team.

oExcellent verbal and written communication skills.

oProficient in Microsoft Office (Word, PowerPoint, and Outlook).

oLeadership Skills:

§Team & Consensus Building.

§Good judgment in conflict resolution.

oAbility to create a supportive and conducive adult learning environment.

oAbility to drive employee satisfaction.

oMust represent Percepta professionally with all clients and external organizations and contacts.

oKnowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior-Based Interviewing; Harassment/Professionalism in the Workplace.

oStrong customer service, interpersonal, and relationship-building skills.

oCommunicate and articulate in a professional and effective manner both orally and written.

oAbility 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)

A Bit More About Your Role 
Direct Reports:

10-12 iCall, Concierge, Client Relationship Service Representative, Lead Agent, and/or other client Customer Care Representatives

0-3 Team Leaders, Supervisors

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 everyday. 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

CareerGrowth – 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.

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, as a condition of employment. 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.