Customer Experience Operations Supervisor

4 weeks ago

Daventry, United Kingdom Percepta Full time

Customer Experience Operations Supervisor
GB-ENG-Daventry

**Description**:** Customer Experience Operations Supervisor (Call Centre)**

**Location - Daventry NN11 (Hybrid Role)**

**Working hours** - 8. 30am - 9pm Monday to Friday and Saturday 9am-7. 30pm, however you will typically only work core hours 8.30-5pm - 2 days office/3 days home, however flexibility is required.

**Annual Salary - £32,964 plus annual performance bonus, fantastic benefits + onsite parking**

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

**What You’ll Be Doing**:
The Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvements, 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 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.

**During a Typical Day, You’ll**:

- Employee Onboarding / Employee Experience: During the onboarding process, Promote company and contact center values and culture
- Act as employee advocate insuring a positive and rewarding introduction to the company, act as needed to improve employee experience throughout lifecycle
- Monitor and maintain service levels to ensure:

- CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers
- Interview prospective new employees; provide feedback to Operations Manager, Talent Acquisition, and Human Resources
- Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed
- Evaluate and coach back customer service skills in quality assurance process
- Analyse and manage program trends and progress
- Interact with key users for feedback to make process improvement / enhancement recommendations
- Attend and participate in team and leadership meetings
- Collaborate with multiple IT teams in the development of new system enhancements
- Perform user acceptance testing of system enhancements
- Respond to inquiries regarding system errors, functionality, and enhancement

**What You Bring to the Role**:
**Skills**:

- Detail-oriented with strong organisational skills, time management and planning - required
- Strong working knowledge of the Internet, computers and software (i.e. MS Office products, Internet Explorer) - required
- Strong time management, organisation and planning skills. Able to prioritise, multitask, adapt and thrive in a fast paced, results-driven environment - required Analytical and problem-solving skills - required
- Excellent inter-personal skills. Able to interact with all internal departments and levels of management
- Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team
- Excellent verbal and written communication skills
- Strong customer service, interpersonal and relationship-building skills
- Communicate and articulate in a professional and effective manner both orally and written. Ability to exercise independent judgment and decision making
- Must represent Percepta professionally with all clients and external organisation’s and contact

**Experience**:

- Mid-Level experience of Contact or Customer Call Centre required with at least practiced automotive or similar industry experience required
- Previous experience in managing, coaching and improving performance of others.
- Thorough understanding of contact centre technologies, customer tracking systems, and their respective reporting systems - preferred
- At least 1 years’ experience in of leading and managing a team

**What You Can Expect**:

- Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules.
- 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 25 days annual leave plus bank holidays.
- Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP).
- Free eye test with money towards new prescription glasses.

**About Percepta**:
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organisation, and we live, breathe, an

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