Assistant Customer Experience Operations Manager

TTEC•Melbourne, FL

1d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As an Assistant CX Operations Manager in Melbourne, Florida, 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 Assistant CX Operations Manager (AOM) is responsible for leading the day-to-day operations of the program. The AOM is responsible for overseeing program initiatives and special projects while seeking improvements that drive development and enhancements in various aspects of the business unit including, but not limited to incentive actions targeting specific metrics, Customer Satisfaction (CSAT), Call Library management, effective program communications, hiring, Quality Assurance, etc. The AOM addresses questions regarding company policies, key performance indicators (including coordinating the analysis of metrics not meeting target or not showing sustained improvement and the development of an action plan to address underachieving performance) case handling and general inquiries in partnership with the Business Operations Manager.

Requirements

High School Diploma or equivalent
2 years team leadership or supervisory experience (preferably in a contact center)
3 – 5 years of Customer Call Center experience
1 year of luxury hospitality, automotive, etc experience
Experience in managing and coaching others and improving performance

Nice To Haves

Project Management experience preferred
Strong team building ability
Good judgment in problem resolution
Ability to create a supportive and conducive adult learning environment
Ability to drive employee satisfaction
Demonstrate professionalism
Self-sufficient, resourceful and works well with minimal supervision
Ability to mentor Team Leaders/Supervisors on developing and/or strengthening skills such as leadership, coaching and counseling, addressing employee relations issues, and team building
Knowledge Work Force Planning Operations
Knowledge of training processes

Responsibilities

Lead the day-to-day operations of the program.
Oversee program initiatives and special projects.
Seek improvements that drive development and enhancements in various aspects of the business unit including incentive actions targeting specific metrics, Customer Satisfaction (CSAT), Call Library management, effective program communications, hiring, Quality Assurance, etc.
Address questions regarding company policies, key performance indicators, case handling and general inquiries in partnership with the Business Operations Manager.
Coordinate the analysis of metrics not meeting target or not showing sustained improvement and the development of an action plan to address underachieving performance.
Implement initiatives and contests including communication of program status on time as required and provide recognition to leverage the program to its fullest extent.
Identify process breakdowns by performing root cause analysis and develop and implement solutions that deliver upon customer concern resolution requirements.
Responsible for communications program.
Communicate and/or recognize agents, teams or program level results of achievement and high performance to leverage the program to its fullest potential.
Create regular communication with direct reports that inspire new ideas and innovative approaches.
Provide coaching and career mentoring for direct reports.
Set an example by creating a positive work environment that drives program performance.
Drive initiatives to support and input to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.