Customer Operations Manager

Requisition Title

Description

Customer Operations Manager

At Percepta, we bring first-class service across each market we support. As a Customer Operations Manager in Melbourne, 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 Technical Claims Manager-Ford Protect is responsible for day-to-day performance of the Prior Approval Team Technical Service Representatives (TSRs) to provide accurate, timely, accessible and professional customer service. The Technical Claims Manager-Ford Protect plans, directs, supervises and evaluates TSRs workflow to ensure customer and client satisfaction while achieving the business goals of the program and Percepta. Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution. The position requires the ability to lead a team to deliver high customer and employee satisfaction, claim management expertise and an understanding of Dealership sales and service operations. The Technical Claims Manager will assist the Program Manager in departmental hiring and be responsible for administering monthly performance discussions and annual performance appraisals.

During a Typical Day, You’ll

• Operations & Performance Management

• Meeting Service Level Agreements (SLAs). IF SLAs are not met, develop, and execute action plans to address performance issue.

• Identify trends in team performance.

• Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys).

• Deliver superior customer handling as measured by customer surveys.

• Deliver superior support to Ford and Non-Ford Dealer employees as measured by dealer surveys.

• Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.

• Review Ford Protect Agents’ performance metrics (monthly) and develop improvement action plans.

What You Bring to the Role

• Bachelor’s degree preferred.

• Minimum 5 years Contact Center experience with preferred experience in a supervisory capacity

• 1 years of automotive technical experience (e.g. Lead Technician, Shop Foreman, Service Advisor/Manager or similar)

• 2 years of Ford Protect Prior Approval Experience

• Experience in coaching others and improving performance

• Understanding of contact center technologies, customer tracking systems, and their respective reporting systems preferred

What You Can Expect

• Competitive Salary with Incentives

• 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
Percepta provides the equipment for this position.

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, breath 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 in 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.

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.