Assistant Client Operations Manager

Assistant Customer Operations Manager

At Percepta, we bring first-class service across each market we support. As an Assistant Customer Operations Manager 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 Assistant Customer Operations Manager (ACOM) will work under the direction of the Client Operations Manager (COM) to support the Lincoln Concierge Team Concierge Service Managers). The ACOM will be primarily responsible for handling supervisor escalations and providing Quality Assurance monitoring and coaching for Concierge Service Managers. The ACOM will also be required to provide fill-in support as an acting CSM as dictated by staffing needs. The ACOM will assist the COM in leading the team to deliver exceptional Client and Dealer support. In the absence of the COM, the ACOM will assume responsibility for the overall operation of the team. The position requires the ability to lead a team to deliver high satisfaction.

During a Typical Day, You'll

·       Handle supervisor calls while delivering superior customer and dealer satisfacation.

·       Monitor call for quality assurance

·       Manage the floor and field questions from the Concierge.

·       Complete role plays and interviews for hiring

·       Assist COM in identifying trends for an individual that could result in CA.

·       Do case reviews on agents and work with COM on building the agent up.

·       Monitor current trends per COM direction and report back

·       Monitor the queue to ensure agents availability to support Service and Concierge contacts

·       Deliver quality monitoring coach-backs to CSM.

·       Participate in QA calibration sessions

·       Mentor CSM's by sharing program knowledge, experience, and skills and abilities to improve individual and team performance.

·       Facilitate Team meetings and attend staff meetings as needed.

·       Review individual CSM performance metrics (monthly) and work with COM to develop improvement action plans

·       Work with COM to ensure delivery and understanding of Scorecards and Individual Training Plans.

·       Meet on a regular basis with COM to review individual and team performance

·       Maintain working files for each CSM.

·       Track CSM attendance and vacation schedules to ensure adequate coverage based on COM direction.

·       Work independently while maintaining the highest degree of confidentiality.

·       Lead by example to create a positive work environment that drives team performance.

·       Demonstrate leadership that drives employee retention, high productivity and customer satisfaction.

·       Serve as a role model for excellent Client handling and promote a culture of Dealer and Client loyalty.

·       Promote and foster a continuous improvement culture within the organization.

What You Bring to the Role 

·       Bachelor's degree preferred, or equivalent related experience

·       Minimum of 1 year in a preferred CRC role (Tier I TL, Tier II CSM, or Tier III Specialist)

·       Previous experience leading a team to deliver high customer and employee satisfaction.

·       Strong customer service background and experience.

·       Case management expertise and an understanding of Dealership sales and service operations is required

·       Automotive OEM and/or Automotive Dealership experience preferred.

·       Senior CSM Certification preferred

·       CSM mentoring experience a plus

·       Leadership Skills:

o   Ability to lead a team

o   Strong interpersonal skills including the ability to provide effective one on one coaching

o   Good judgment in problem resolution

o   Ability to create a supportive and conducive adult learning environment

o   Ability to drive employee satisfaction

o   Demonstrate professionalism

·       Excellent oral and written communication skills.

·       Strong computer skills - Experience with EXCEL, E-Mail and WORD required.

·       Strong analytical skills including ability to interpret performance reports to identify trends

·       Strong organizational, time management and problem-solving skills including ability to multi task.

·       Vehicle technical competence and experience an asset.

·       Knowledge ofFMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset

What You Can Expect 

·       Competitive Salary with Incentives

·       Health/Dental/Vision/Life Insurance

·       Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 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 
Percepta provides the equipment for this role.

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in 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 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.

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, as a condition of employment. Percepta is an Equal Opportunity Employer.