Temporary Customer Experience Operations Supervisor

Temporary Customer Experience Operations Supervisor

At Percepta, we bring first-class service across each market we support. As Customer Experience Operations Supervisor working on-site in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Temporary 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 Temporary 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.

• 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
• Promote company and contact center values and culture
• Act as employee advocate insuring a positive and rewarding introduction to the company, take action as needed to improve employee experience throughout lifecycle

• CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers
• Monitor schedule adherence
• Look for opportunities to improve service levels
• Manage customer handling (call flow) processes

• Attend Business Partner meetings to resolve and discuss program changes and enhancements
• Handle special Business Partner report request
• Keep abreast of anticipated program launches and changes
• 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

• Hold monthly scorecard meetings
• Provide feedback and coaching timely
• Discuss and implement career development opportunities
• Create and deliver performance reviews
• Set up for all new hires ('s and workspace)
• Maintain discussion logs
• Manage attendance
• Administer disciplinary action as necessary
• Recognize and reward excellent team performance. o Promote Employee engagement and moral building
• Complete time sheet approvals and submit corrections timely
• 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

• 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
• Be visible and available on the…