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Job Description - Customer Experience Operations Supervisor (044XY)
Customer Experience Operations Supervisor
GB-ENG-Daventry
Customer Experience Operations Supervisor (Automotive)
Language: English to C1/C2 level plus Norwegian C1/C2 is ideal but not essential.
Locations: Daventry, Northamptonshire NN11 & Dunton, Essex SS15
Hybrid – 2 days office/3 days home
40 hours per week Monday to Friday between 8.30am to 5.00pm (flexibility required)
*** You must be willing to travel weekly to both Daventry and Dunton sites. ***
Onsite paid training and equipment provided
We are recruiting for a Customer Experience Operations Supervisor, to manage our Norwegian team. Fluency in Norwegian is ideal but not essential. You will support the Norwegian and UK markets for our client’s existing customer accounts.
As Customer Experience Operations Supervisor, you will oversee the Customer Experience team, support operational initiatives including process improvements, data analysis, workforce gap identification, and present recommendations to the Sr. Operations Manager.
You will also collaborate with Customer Experience Specialists to ensure high customer satisfaction and assist with escalated calls to ensure the best resolution.
What you’ll be doing:
* Monitor and maintain service levels, analyze trends, and manage progress
* Gather feedback from Business Partners and key users for process improvements
* Communicate changes and updates to relevant departments and personnel
* Assist the Senior Operations Manager with reports and initiatives
* Develop, coach, support, and evaluate team members, including quality assurance
* Interview, onboard, and support new employees
* Participate in team and leadership meetings
* Perform user acceptance testing and collaborate with IT for system enhancements
What you’ll bring to the role:
* Fluent English (C1/C2), Norwegian is a plus but not essential
* Educational background: A Levels, Higher/ONC, Undergraduate degree, or equivalent experience
* Experience in contact centers, preferably automotive or similar industry
* Experience managing and coaching teams of 10+ agents
* Knowledge of contact center technologies and reporting systems
* Strong organizational, multitasking, and problem-solving skills
* Self-motivated, proactive, and able to work independently and in teams
* Excellent communication and interpersonal skills
* Proficient in Microsoft Office
* Skills in team building, conflict resolution, and employee satisfaction
* Knowledge of HR policies and procedures
What you can expect:
* 25 days annual leave, increasing to 27 days plus bank holidays
* Life Assurance (4x salary)
* Contributory pension scheme
* Private Medical Insurance
* Travel insurance for you and family
* Vehicle discounts
* Employee Assistance Program
About Percepta: Established in 2000, Percepta has contact centers worldwide delivering exceptional customer experiences. Our values include Service, Teamwork, Respect, Proactivity, and Growth, fostering a diverse and engaging work environment.
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