Customer Operations Supervisor

At Percepta, we bring first-class service across each market we support. As a Customer Operations Supervisor, you’ll help support our customer service teams and operational initiatives while contributing to a positive employee and customer experience.

What You’ll Be Doing 

The Customer Operations Supervisor is responsible for supervising client Customer Service teams and supporting operational initiatives, including identifying process improvement opportunities, analyzing call and escalation data, identifying workforce gaps and resolutions, and presenting recommended action plans to the Operations Manager. This position also partners with the team to ensure high levels of customer satisfaction and assists employees with escalated customer calls by providing guidance and/or assisting with the call to ensure the best resolution for the customer.

During a Typical Day, You’ll

• Manage day-to-day employee matters, including attendance, discussion logs, time sheet approvals and corrections, new-hire setup, disciplinary action when necessary, and employee engagement.
• Interview prospective employees and provide feedback to the Operations Manager and Human Resources.
• Partner with the Operations Manager and/or Senior Operations Manager on monthly business reports and process improvement initiatives.
• Evaluate and coach customer service skills as part of the quality assurance process.
• Ensure employees have the training and job aids needed to perform their responsibilities.
• Support Touchpoint and Pulse Survey results and employee satisfaction through visible, accessible floor support, team meetings, floor walks, and one-on-one meetings.
• Adhere to and support Percepta and Business Partner quality initiatives, systems, policies, and call-center procedures.
• Attend and participate in team and Team Leader meetings, promote a positive work environment, complete assigned training, maintain professional working relationships, and complete additional tasks or projects as needed.

Systems Support

• Collaborate with multiple IT teams on 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 applicable processes.

Employee Data Specialist

• 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.

   

What You Bring to the Role 

Education

·        High School Diploma or equivalent

• Secondary education or equivalent experience - preferred

Experience

• 3–5 years of combined experience in a customer call center, luxury hospitality, automotive, concierge services, case management, or a related field.
• Experience managing and coaching others and improving performance.
• A thorough understanding of contact center technologies, customer tracking systems, and related reporting systems preferred.

Skills

• Detail-oriented with strong organizational, time management, and planning skills.
• Strong working knowledge of the Internet, computers, and software, including Microsoft Office products.
• Ability to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment.
• Strong analytical and problem-solving skills.
• Excellent interpersonal skills and the ability to interact with internal departments and all levels of management.
• Self-starter with a high level of initiative, resourcefulness, and the ability to work independently and collaboratively.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office, including Word, PowerPoint, and Outlook.
• Strong customer service, interpersonal, and relationship-building skills.
• Ability 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) 

·        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)

 About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

·        Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

·        Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

·        Leave it better – We take ownership and leave every process, person, and place better than we found it.

·        Win together – We succeed as one—celebrating, supporting, and showing up for each other.

·        Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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