Operations Manager

Position Summary

The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily.

• Customer Relationship Center Operations:
  Integrate leadership strategies with direct reports to ensure KPIs are met and exceeded, deliver quality and service level objectives, lead day-to-day operations, develop contingency plans, drive calibration sessions, drive concern resolution, maintain customer satisfaction targets, identify improvement opportunities, partner with Ford, link people/product/processes to decision-making, analyze and report special projects, support escalated caller situations.
• Project Management Responsibilities:
  Participate in policy and process development, negotiate timelines, review operational reports, respond to concerns, collaborate on proposals and business requirements, assist sales leaders, communicate program status, coordinate program timelines and risk resolution.
• Work Environment and Personnel Development:
  Lead by example, promote team leader development, provide direct leadership to team leaders, administer disciplinary actions if necessary, recognize team performance, build morale, resolve conflicts, plan strategic learning objectives, complete annual performance evaluations, perform other duties as required.

Undergraduate degree or equivalent work-related experience.

• Minimum 5 years experience in a customer service environment, preferably call center operations.
• Project Management, Sales and/or Marketing experience a plus.
• Six Sigma and/or PMP Certification a plus.
• Proven leadership with a minimum 2-3 years experience managing direct reports with staff.

• Ability to set operational goals and drive results.
• Creativity and innovation in process design and implementation.
• Demonstrated ability to defuse conflict and mitigate, achieving win-win resolutions.
• Superior ability to build relationships, continuously motivate and foster team development with proven coaching and succession planning.
• Thorough understanding of business integration methodologies, reporting, trend analysis and project management.
• Strong organizational and written/verbal communication skills.
• Proven ability to work with direct client interaction.

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.