At Percepta, we bring first-class service across each market we support. As Optimization Manager, 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 Optimization Manager is a client-facing position that identifies and manages the prioritization of opportunities to improve the Fleet customer experience and overall contact center performance through Percepta's Closed Loop Optimization Process.
In this position, the Optimization Manager will work with various Percepta teams including operations, strategy, data and reporting, workforce management and others to identify, manage, support, and implement optimization initiatives. In addition, The Optimization Manager will continue to ensure deployed (optimized) initiatives are maintained as programs evolve to ensure consistency within the contact center.
During a Typical Day, You'll
Evaluate agent / employee feedback regarding areas of opportunity for process improvements, Specifically, monitor, assess, and vet agent feedback submitted through Percepta's agent feedback tool for broader Percepta team and client consideration.
Review weekly Customer survey reports, including verbatims, to identify root causes of poor NPS and opportunities to improve.
Review weekly Product and Dealer Feedback case classifications to identify actions required by product development and / or dealer operations, and ensure feedback is received for action by the appropriate Client teams.
Review top 10 case classifications weekly to identify opportunities to deflect calls to the center / improve CX.
Coordinate and lead weekly / bi-weekly internal and client Optimization Committee agendas and create presentation materials of prioritized opportunities for review / consideration in those meetings.
Manage optimization implementations specific to the Contact Center, in partnership with the Fleet operations team.
Maintain a documented Playbook for identified optimization implementations.
Cascade optimization opportunities to other Percepta Optimization Managers for potential global implementation.
Identify success criteria and metrics for optimization initiatives. The Optimization Manager will monitor and track optimized initiatives to ensure success or avoid negative customer experience or employee impact.
Develop a strong understanding of client CX strategies and Percepta processes. Review documentation such as Use Cases, Knowledge Base, Performance Metrics, and other indicators to build a thorough understanding of assigned programs.
Develop presentations that are summarized to the appropriate level.
What You Bring to the Role
BA/BS or equivalent experience required
Business Solutions Certification (PMP, Six Sigma, solution architecture, program management, etc.) a plus
Experience (5 years) of combined operations, business process, continuous improvement experience in the contact center outsourcing industry.
Leadership experience, with coaching and developing supervisor level employees.
Automotive customer service experience preferred.
Client management and presentation experience.
Ability to demonstrate a negotiation and persuasive communication skills (oral and written) as well as the ability to build strong relationships.
Advanced computer literacy with word processing software, spreadsheets, flowcharting applications, and project management software (MS Project, MS Office, Visio) required.
Excellent time management skills and the ability to effectively multitask.
Capable of effectively facilitating meetings and developing presentations.
Decision making skills.
Strong organizational, analytical, and problem-solving skills.
Demonstrates initiative and a high degree of professionalism.
Strong critical and strategic thinking skills.
Curiosity and demonstrated experience in identifying process improvement / optimization opportunities in past roles.
Global travel required, potentially quarterly.
Must effectively support varied time zones as required based on business need.
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 organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:
Culture of Service - to be treated like you are the customer from day one
Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect - a team that is accountable, dependable and gives you their full attention
Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.