Customer Operations Manager 1

TTEC•Dearborn, MI

About The Position

The Customer Operations Manager (COM) leads a market team responsible for case management of escalated issues between customers and dealers to come to resolution. The position will lead a team of Customer Service Managers (CSMs) responsible to provide support to Automobile Dealers, OEM Field Personnel, retail and fleet consumers on sales and service satisfaction tools and resources. The COM will supervise and coach CSMs while building strong relationships with Dealership and Field personnel. Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution. The position requires the ability to lead a team to deliver high customer and employee satisfaction, customer case management expertise and an understanding of Dealership sales and service operations.

Requirements

Minimum of 5 years’ experience with Automotive OEM and/or Automotive Dealership (sales or service)
Experience leading a team to deliver high customer and employee satisfaction
Ability to work with OEM Field and Dealership Personnel
Knowledge of Dealership Sales and Service operations
Knowledge of customer satisfaction programs and policies for Automotive Dealers and OEM's.
Strong customer service background and experience.
Knowledge of Automotive Warranty and Policy practices including service contracts.
Strong computer skills including spreadsheets and database applications. Experience with Excel, E-mail and Word required.
Strong analytical skills including ability to interpret performance reports to identify trends
Excellent oral and written communication skills.
Strong organizational, time management and problem-solving skills including ability to multi-task.
Ability to create a supportive and conducive professional learning environment
Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients, external organizations, and contacts.

Nice To Haves

Vehicle technical competence and/or experience an asset
Contact Center experience a plus
Knowledge of Microsoft Dynamics, VCTS, AWS, eTracker, eRoom an asset

Responsibilities

Operations & Performance Management
Meeting Service Level Agreements (SLAs). IF SLAs are not met, develop and execute action plans to address performance issue.
Identify trends in team performance.
Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys).
Deliver superior customer handling (including fleets) as measured by voice of customer surveys.
Deliver superior support to OEM Field Personnel as measured by surveys.
Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.
Review Customer Service Manager performance metrics (monthly) and develop improvement action plans.
Monitor calls and coach Customer Service Managers to ensure excellent service.
Deliver coach-backs and mentor Customer Service Managers (side-by-side)
Responsible to ensure all Customer Service Managers have an individual training plan.
Provide feedback to OEM Field Personnel and Dealership Personnel on Dealer, Market and Zone customer satisfaction performance.
Complete annual performance evaluations and monthly scorecards.
Monitor process and policy issues that impact satisfaction and engage CRC Management, Field, Dealers and Customer Service Managers to drive process change
Identify process improvement opportunities
Participate in calibration sessions (Dearborn & Melbourne)
Mentor agents to develop customer advocacy, communication skills, program knowledge
Conduct new hire and recurrent training as required.
Achieve program certification and attend all training as required.
Serve as a role model for excellent customer handling and promote a culture of Dealer and Customer loyalty.
Work directly with Field and Dealers to resolve difficult customer issues.
Promote and foster a continuous improvement culture within the organization.
Conduct Team Meetings weekly with direct reports to communicate information.
Participate in zone / market reviews with OEM Field Personnel.
General administrative duties as required
Lead by example to create a positive work environment that drives team performance.
Demonstrate leadership that drives employee retention, high productivity and customer satisfaction.
Complete annual performance evaluations and monthly scorecards.
Recognize and reward excellent individual and team performance.
Build team morale to support agent retention.
Support agent interview selection process.
Conduct/participate in focus groups and agent/company feedback sessions.
Administer disciplinary actions if necessary.