Customer Experience Operations Supervisor - Pretoria Metropolitan Area

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a · CX Operations Supervisor · working · hybrid (up to 3 days in the office) · in our · Pretoria · location, you'll become part of a community that values your succe ...

Job description

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a
CX Operations Supervisor
working
hybrid (up to 3 days in the office)
in our
Pretoria
location, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You'll Be Doing

The
CX Operations Supervisor
is 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
CX 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 best resolution for the Customer.

On a Typical Day, You'll

• Promote company and contact center values and culture
• Act as employee advocate insuring a positive and rewarding introduction to the company, act as needed to improve employee experience throughout lifecycle
• Monitor and maintain service levels to ensure CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers
• Monitor schedule adherence
• Look for opportunities to improve service levels
• Manage customer handling (call flow) processes
• Interact with Business Partners as needed
• Attend Business Partner meetings to resolve and discuss program changes and enhancements
• Handle special Business Partner report request
• Keep abreast of anticipated program launches and changes
• Inform Manager on all Business Partner interaction
• Analyse and manage program trends and progress
• Interact with key users for feedback to make process improvement / enhancement recommendations
• Communicate all changes, enhancements, including call and workflow updates, etc. to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department on a consistent and timely manner
• Be responsible for developing, coaching, supporting and evaluating the team
• Hold monthly scorecard meetings
• Provide timely feedback and coaching
• Discuss and implement career development opportunities
• Create and deliver performance reviews
• Set up for all new hires (ID's and workspace)
• Maintain discussion logs
• Manage attendance
• Administer disciplinary action as necessary
• Recognise and reward excellent team performance.
• Promote Employee engagement and moral building
• Complete time sheet approvals and submit corrections timely
• All other matters as it relates to daily management of the staff
• Interview prospective new employees; provide feedback to Operations Manager, and Human Resources
• Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed
• Evaluate and coach back customer service skills in quality assurance process
• Ensure employees have the necessary training and job aids to perform their job responsibilities. Strive to continuously improve Touchpoint and employee satisfaction results.
• Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc.
• Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies. Support all Percepta policies and procedures
• Attend and participate in team and leadership meetings
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance
• Complete training courses as directed by Operations and/or Learning & Development
• Maintain professional working relationships
• Complete additional tasks / projects as needed
• Collaborate with multiple IT teams in the development of new system enhancements
• Perform user acceptance testing of system enhancements
• Respond to inquiries regarding system errors, functionality, and enhancements
• Propose new enhancements based on observations, and experience with the applicable processes

What You Bring to the Role

• Matric Certificate is a minimum requirement. Tertiary Education would be a distinct advantage.
• Equivalent previous experience - Required
• Mid-Level experience of Contact or Customer Call Centre required with at least practiced automotive or similar industry experience required
• Previous experience in managing, coaching and improving performance of others.
• Thorough understanding of contact centre technologies, customer tracking systems, and their respective reporting systems - preferred
• Detail-oriented with strong organisational skills, time management and planning – required
• Strong working knowledge of the Internet, computers and software (i.e. MS Office products, Internet Explorer) – required
• Strong time management, organisation and planning skills. Able to prioritise, multitask, adapt and thrive in a fast paced, results-driven environment – required
• Analytical and problem-solving skills – required
• Excellent inter-personal skills. Able to interact with all internal departments and levels of management
• Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team
• Excellent verbal and written communication skills
• Proficient Microsoft Office (Word, PowerPoint and Outlook)
• Leadership skills
• Team & consensus building
• Good judgment in conflict resolution
• Ability to create a supportive and conducive adult learning environment
• Ability to drive employee satisfaction
• Must represent Percepta professionally with all clients and external organisation's and contacts
• Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Competency Based Interviewing; Harassment/Professionalism in the Workplace
• Strong customer service, interpersonal and relationship-building skills
• Communicate and articulate in a professional and effective manner both orally and written.
• Ability to exercise independent judgment and decision making

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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.