Customer Operations Manager 1

**Description** At Percepta, we bring first-class service across each market we support. As a **Technical Claims Manager-Ford Protect** in Melbourne, FL 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 Technical Claims Manager-Ford Protect is responsible for day-to-day performance of the Prior Approval Team Technical Service Representatives (TSRs) to provide accurate, timely, accessible, and professional customer service.** **The Technical Claims Manager-Ford Protect plans, directs, supervises, and evaluates TSRs workflow to ensure customer and client satisfaction while achieving the business goals of the program and Percepta. Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution. The position requires the ability to lead a team to deliver high customer and employee satisfaction, claim management expertise and an understanding of Dealership sales and service operations. The Technical Claims Manager will assist the Program Manager in departmental hiring and be responsible for administering monthly performance discussions and annual performance appraisals.** **During a Typical Day, You’ll** **Operations & Performance Management** * Meeting Service Level Agreements (SLAs). IF SLAs are not met, develop, and execute action plans to address performance issue. * Identify trends in team performance. * Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys). * Deliver superior customer handling as measured by customer surveys. * Deliver superior support to Ford and Non-Ford Dealer employees as measured by dealer surveys. * Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys. * Review Ford Protect Agents’ performance metrics (monthly) and develop improvement action plans. * Monitor calls and coach Ford Protect Agents to ensure excellent service. * Deliver coach-backs and mentor Ford Protect Agents’ (side-by-side) * Complete annual performance evaluations * Communicate via daily communications to team and program leadership to align production targets. * Monitor process and policy issues that impact satisfaction and engage program leadership to drive process change. * Identify process improvement opportunities. * Participate in calibration sessions. * Mentor agents to develop customer advocacy, communication skills, program knowledge. * Conduct new hire, recurrent, and powertrain training support as required. * Achieve program certification and attend all training as required. * Serve as a role model for excellent customer handling and promote a culture of Dealer and Customer loyalty. * Work directly with on-site Clients, Field personal, and Dealers to resolve difficult customer issues. * Promote and foster a continuous improvement culture within the organization. * Conduct Team Meetings monthly with direct reports to communicate information. * Recognize and reward excellent team performance. * Build morale within the team and manage TSR job satisfaction to reduce turnover. * Resolve conflicts with sensitivity, tact, and fairness. * Work on activities and/or projects as requested by supervisor. **Work Environment** * Lead by example to create a positive work environment that drives team performance. * Demonstrate leadership that drives employee retention, high productivity, and customer satisfaction. * Complete annual performance evaluations and monthly scorecards. * Recognize and reward excellent individual and team performance. * Build team morale to support agent retention. **Miscellaneous** * Perform agent interview selection process. * Conduct/participate in focus groups and agent/company feedback sessions. * Administer disciplinary actions if necessary. **What You Bring to the Role** Education * Bachelor’s degree preferred. Experience * Minimum 5 years Contact Center experience with preferred experience in a supervisory capacity. * 1 years of automotive technical experience (e.g. Lead Technician, Shop Foreman, Service Advisor/Manager or similar) * 2 years of Ford Protect Prior Approval Experience * Experience in coaching others and improving performance. * Understanding of contact center technologies, customer tracking systems, and their respective reporting systems preferred Skills * Leadership Skills: * Team Building, * Good judgment in problem resolution, * Ability to create a supportive and conducive adult learning environment, * Ability to drive employee satisfaction, * Demonstrate professionalism, * Knowledge of Dealership Sales and Service operations * Communicate and articulate in a professional and effective manner both verbally and written. * Strong organizational, communications, and problem resolution skills * Knowledge of Automotive Warranty and Policy practices including service contracts * Excellent interpersonal skills * Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.) * Flexibility and adaptability in a fast-paced environment * Ability to analyze and solve problems. * Ability to exercise independent judgment and decision making. * Reasoning ability and logical thinking Other * Hours of operation vary by program. **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 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 of 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._ **\#LI-Hybrid** **Primary Location:** US-FL-Melbourne **Req ID:** 04012