Assistant Customer Experience Operations Manager

Requisition Title

: Assistant Customer Experience Operations Manager (04BN3)
US-FL-Melbourne

Description

Assistant CX Operations Manager

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

What You’ll Be Doing
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.

During a Typical Day, You’ll

Customer Experience Center Operations:

• Responsible for implementing 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.

Work Environment and Employee Development:

• 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.

What You Bring to the Role

• 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 with 1 year of luxury hospitality, automotive, etc experience required

• Experience in managing and coaching others and improving performance

• Project Management experience preferred

What You Can Expect

• 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)

A Bit More About Your Role

• 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

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered on multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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