Customer Experience Operations Supervisor (Automotive)
Location – Dunton Technical Centre, SS15
Hybrid – 2 days office/3 days home
Shifts between 8am and 6pm – Monday to Friday (37.5 hpw)
Onsite Training - Fully paid training and equipment provided
At Percepta, we bring first-class service across each market we support. As Customer Experience Supervisor at Dunton, Essex, 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 improvements, 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
* Monitor and maintain service levels
* Interact with Business Partners as needed
* Analyse and manage program trends and progress; interact with key users for feedback to make process improvement/enhancement recommendations
* Communicate all changes and enhancements, including call and workflow updates, to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department in a timely manner
* Responsible for developing, coaching, supporting, and evaluating the team
* Interview prospective new employees; provide feedback to Operations Manager, 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
* Attend and participate in team and leadership meetings
* 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
What You Bring to the Role:
* Further Education college or similar: A Levels/ Higher/ ONC, Undergraduate University degree or equivalent experience – preferred
* Mid-Level experience of Contact or Customer Call Centre required with at least practiced automotive or similar industry experience required
* Previous experience in managing, coaching, and improving the performance of others.
* Thorough understanding of contact centre technologies, customer tracking systems, and their respective reporting systems - preferred
* Detail-oriented with strong organisational 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, organisation, and planning skills. Able to prioritise, 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 in Microsoft Office (Word, PowerPoint, and Outlook)
* Leadership Skills:
* Team & consensus building
* 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 organizations and contacts
* Knowledge of Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Competency 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 in writing. Ability to exercise independent judgment and decision-making
What You Can Expect:
* 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
* Life Assurance 4 x annual salary
* Contributory pension scheme
* Private Medical Insurance
* Comprehensive travel insurance for you and family in line with Scheme rules
* Discounted dental scheme
* Discounts on brand new vehicles
* Employee Assistance Program (EAP)
About Percepta
Established in 2000 as a joint venture with TTEC, 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 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.
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