Operations Supervisor - Customer Experience Operations Supervisor

Salary up to GBP38,000 + Company Performance Bonus & Benefits

Full Time- 40hrs per week

Location: Percepta UK, Dunton, Basildon, Essex - SS15 6EE

At Percepta, we are all about loyalty. We want to help people build stronger, long-term relationships with our client's brands. To do that, we also need passionate people in our business who are committed to delivering our ultimate aim - Creating customer loyalty.

In this role, you are 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 the best resolution for the Customer.

This role also consists of four parts, the first being Leadership, Team Management and Development. The position holder is expected to consistently demonstrate role modelling behaviours in line with our Company Values, shaping the whole team and driving a customer centric culture. The Team Manager will be responsible for motivating and developing team members, maintaining a high profile within the team and ensure there is effective two-way communication across all teams whilst being the custodian of the Percepta spirit.

As an Operations Supervisor, your key responsibilities will include:

• Ability to lead and motivate teams towards quality, quantity and development objectives, achieving required results as agreed with the client
• Ability to monitor, give feedback and appraise direct reports, driving increased performance and achievement of objectives
• Demonstrate initiative in leading the team and be seen to be a driving force within the centre, role modelling behaviour in line with the Percepta Values
• Able to meet targets and handle a high pressure environment through leading and managing others

• Ability to break down silos and building cross team, site and brand relationships
• Highly developed interpersonal skills and an understanding of what motivates people to commit and perform
• Recognise the importance of balancing tasks (getting the job done) and people - ensuring that team members are focussed on their performance
• Able to effectively deal with problem team members
• Exhibit patience and tolerance and make decisions without prejudice
• Demonstrate dependability by completing assignments and meeting commitments.
• Ability to perform in a fast-paced environment with minimal supervision.
• Good facilitation, negotiation and presentation skills
• Understand the need for flexibility and strong team leadership when communicating and implementing change

Experience:

• Must have 2 year prior team-leading experience or 2 years as a deputy team leader or manager
• Leading, motivating and developing a team in a management role in a call/contact centre environment.
• Outsourced Inbound Contact Centre or Case Management experience would be an advantage and you must have a background that has included coaching and developing teams

If this sounds of interest and you're keen to develop your career within a growing company, why not apply today!