Repurchase Administration Assistant Operations Manager

Percepta • Mahwah, NJ

88d

About The Position

As a Repurchase Administration Assistant Operations Manager in Mahwah, NJ, 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 Repurchase Administration Assistant Operations Manager (AOM) is responsible for key functions within the day-to-day operational performance of the support center. The AOM ensures that the business' goals and objectives are met by being responsible for training, developing, coaching, and retaining high performance teams for the department. The AOM maintains and improves call center operations by identifying and resolving problems, preparing and completing action plans, and completing analyses. They will also assist with call volume, email processing, and escalated concerns as necessary to support the business.

Requirements

• High School Diploma or GED required.
• 2 or more years' experience in Contact Center required.
• 5 - 7 years customer service experience.
• Knowledge of Repurchase Administration Specific Processes, Databases and Product is preferred.
• Additional experience in Account Management, Project Management, Customer Sales/Service, Marketing or Public Relations is an asset.

Nice To Haves

• Leadership skills to lead a team to meet KPIs and drive client satisfaction.
• Ability to set operational goals and drive results.
• Good judgment in problem/conflict resolution.
• Ability to create a supportive adult learning environment.
• Strong organizational, time management, planning and problem-solving skills.
• Strong written and oral communication skills.
• Ability to work well within a close team environment.

Responsibilities

• Conduct/participate in focus groups and agent/company feedback sessions.
• Promote and foster a continuous improvement culture within the organization.
• Identify process breakdowns by performing root cause analysis.
• Make process improvement/enhancement decisions.
• Analyze and manage program trends and progress of those decisions.
• Suggest and implement effective team/agent processes.
• Assist the Operations Manager with development of information for Quarterly Business Reviews.
• Coordinate with the Operations Manager to develop and communicate priorities, plans, resourcing, and timelines.
• Partner with support department personnel to administer program resources.
• Communicate new process changes quickly and efficiently.
• Document and retain records of all meetings and conversations.
• Act as Subject Matter Expert on the Volvo Repurchase team.
• Monitor SLA performance and take proactive steps to ensure compliance.
• Prioritize workload dynamically to meet or exceed service level agreements.
• Maintain exceptional product knowledge and continuously update knowledge of product and service offerings.
• Create a positive work environment that drives program performance.
• Provide input into annual performance reviews for the agents.
• Plan and implement strategic learning objectives for self-development and direct reports.
• Ensure appropriate training for all team members is available.
• Communicate all program changes to senior management in a timely manner.

Benefits

• Competitive Salary with Incentives.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Personal and Laundry Services
• Education Level: High school or GED