Position Summary
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.
Duties and Responsibilities
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
Monitor and maintain service levels to ensure:
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
Interact with Business Partners as needed including:
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
Analyze and manage program trends and progress
Interact with key users for feedback to make process improvement / enhancement recommendations
Communicate all changes, enhancements, including call and workflow updates, etc. to the appropriate personnel including the 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 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
Interview prospective new employees; provide feedback to Operations Manager and Talent Acquisition, and Human Resources
Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed
Evaluate and coach back customer service skills in quality assurance process
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
Attend and participate in team meetings and leadership meetings
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
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
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
Education
High School Diploma or equivalent
Secondary education or equivalent experience - preferred
Experience
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
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 organization 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
Other
Call center environment, open 24/7
