What are the responsibilities and job description for the Temp Customer Experience Operations Supervisor (Internal Only) position at Percepta?
Job Description
Job Description
Requisition Title : Temp Customer Experience Operations Supervisor (Internal Only) (0432F)
US-TX-HoustonDescription
At Percepta, we bring first-class service across each market we support. As a Temporary Customer Experience Operations Supervisor , 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 Experience Operations Supervisor is responsible for the supervision of the Customer Experience 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 Sr. Operations Manager based upon research performed.
Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist 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
- Employee Onboarding / Employee Experience
o Responsible for manager assigned communications and responses within Enboarder (Percepta’s automated communications tool), including, but not limited to reviewing / acting upon questionnaire and survey information received from employees during various points of the first year of employment
o Promote company and contact center values and culture
o Act as employee advocate insuring a positive and rewarding introduction to the company, take action as needed to improve employee experience throughout lifecycle
o CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers
o Monitor schedule adherence
o Look for opportunities to improve service levels
o Manage customer handling (call flow) processes
o Attend Business Partner meetings to resolve and discuss program changes and enhancements
o Handle special Business Partner report request
o Keep abreast of anticipated program launches and changes
o Inform Manager on all Business Partner interaction
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 workspace)
o Maintain discussion logs
o Manage attendance
o Administer disciplinary action as necessary
o Recognize and reward excellent team performance. o Promote Employee engagement and moral building
o Complete time sheet approvals and submit corrections timely
o All other matters as it relates to daily management of the staff
o 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
o 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
o Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies. Support all Percepta Call-Center policies and procedures
o Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance
o Complete training courses as directed by Operations and / or Learning & Development
o Maintain professional working relationships
What You Bring to the Role
Education
Experience
Skills
o Team & consensus building
o Good judgment in conflict resolution
What You Can Expect
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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