Customer Operations Manager

Customer Operations Manager MX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support. As a **Customer **Operations Manager** in **Mexico City**, 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 Customer Operations Manager, under the direction of the Site Director, leads a multi-market team responsible for case management of escalated issues between customers and dealers to come to resolution. The position will lead a team of Senior Team Leaders responsible for providing support to Dealers, Field Personnel, retail and fleet consumers using sales and service satisfaction tools and resources. The Customer Operations Manager will supervise and coach Senior Team Leaders while building strong relationships with business stakeholders at and market level.

Responsibilities include leading a team to deliver exceptional customer and dealer support including accessibility and problem resolution resulting in high levels of customer satisfaction and NPS scoring. The position requires the ability to lead a team to deliver high customer and employee satisfaction, customer case management expertise and an understanding contact center and best practices.

**During a Typical Day, You'll**:
**Operations & Performance Management**
- Meet Service Level Agreements (SLAs). IF SLAs are not met, work with the site director to develop and execute action plans to address performance issue.
- Identify trends in team performance and create action plans to drive consistency.
- With the site director, ensure that staffing levels are aligned to contractually agreed levels
- Deliver superior customer handling (including fleets) as measured by voice of customer surveys.
- Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys.
- Drive superior dealer satisfaction as measured by accessibility and problem resolution (cases).
- Deliver superior support to Field Personnel.
- Review performance metrics (daily) and develop improvement action plans.
- Monitor calls, cases and contacts and coach Team Leaders to ensure excellent service.
- Deliver coach-backs and mentor Team Leaders (side-by-side).
- Responsible to ensure all Team Leaders have an individual training plan.
- Assist in providing feedback to business stakeholders regarding opportunities or blockers that impact on overall customer satisfaction
- Complete annual performance evaluations and monthly scorecards.
- Monitor process and policy issues that impact satisfaction and with the site director engage CRC Management, Field, Dealers and Customer Service Managers 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 and recurrent training 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 Customer and Dealer loyalty.
- Work directly with Field and Dealers to resolve difficult customer issues.
- Promote and foster a continuous improvement culture within the organization.
- Conduct Team Meetings weekly with direct reports to communicate information.
- Participate in zone / market reviews with OEM Personnel.
- Provide oversight and direction to employees in accordance with Percepta policies and procedures.
- General administrative duties as required
- Reviewing and approving buyback cases.
- Reviewing and approving Vehicle Loyalty Allowance requests from dealers,
- Manage and approve attendance and payroll for direct reports,
- Provide feedback/coaching to Tier 1 and 2 Agents and other inbound teams as needed.

**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.
- Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
- Build team morale to support agent retention.

**Various**
- Work with Human Resources to recruit, interview, and select, and hire new employees.
- Conduct/participate in focus groups and agent/company feedback sessions.
- Administer disciplinary actions if necessary.
- Maintain employee work schedules including market assignments, training, vacation and paid time off, cover for absenteeism, and overtime scheduling.

**What You Bring to the Role**
- Bachelor's or University degree preferred.
- Fluent in English and Spanish.
- Six Sigma or other data driven analysis training preferred.
- Minimum of 5 years' experience with Automotive and/or Automotive Dealership (sales or service)