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Job Information
Percepta Executive Liaison Supervisor - Luxury Automotive Call Center in Mahwah, New Jersey
Description
Executive Liaison Supervisor
Training – Full paid training and equipment provided.
Full-time, Permanent , hybrid work schedule, must live within a commutable distance to Mahwah, NJ.
Hours of operation are Monday to Friday 8 am to 5 pm.
Summary
The Client Relationship Supervisor is responsible for the oversight of all JLR CRC Executive Liaison Percepta employees working at the JLR client site in Mahwah, NJ. This role will be the site lead for all JLR CRC Executive Liaison Percepta employees’ concerns/issues, be the conduit between the Asheville, NC operation and Mahwah and will also serve as the primary contact for all local client management and strategic alignment responsibilities for the JLR account.
Responsibilities
Supervisory:
Responsible for supervision of Percepta employees, including the following:
Absenteeism tracking and management
Administer performance reviews
Provide performance coaching related to performance concerns
All duties related to hiring and dismissal of employees
Rewards and recognition
Vacation tracking and planning
Serve as primary escalation point for JLR Executives for customer-escalated issues that have executive concern; responsible for all management of executive concern cases & their distribution and assignment among the Executive Liaison team
Value and draw upon the creativity, talents and abilities of all employees
Provide coaching and career mentoring for direct reports
Utilize Employee Satisfaction Survey results and company values to enhance job satisfaction and employee retention
Communicate all program changes or performance issues to the Director, Global Operations on a consistent and timely basis
“Walk the floor” and interact with employees
Client Relationship:
Be the on-site Percepta brand ambassador and strategic partner
Highlighting performance successes and make recommendations either using own initiative or following internal alignment
Act as the primary interface between the client and Percepta department Managers to provide client feedback, resolve service problems, and provide the client with operational information as appropriate. Responsible for full-cycle resolution with the client, with the assistance of the Business Operations Manager and functional leads
Build and maintain strong relationships with assigned clients and build trust
Facilitate strategic discussions with clients to align on CX initiatives identify growth and business development of the account, and relay this information to the Director, Global Operations and Operations Manager
Coordinate with the client and internal departments, develop and communicate priorities, plans, resourcing, and timelines for client requested and internally driven initiatives
Proactively consult with the client to identify opportunities for improvement
Also act as a resource to clients regarding industry trends/initiatives/considerations
Act as a point of escalation for client concerns and partner with appropriate internal groups to facilitate resolution
Remote Site Support:
Act as the conduit between the Mahwah and Remote CRC sites
Work in partnership with remote Business Operations Manager to identify client challenges and opportunities to develop strategic responses to
Education
- Associate’s Degree required
Experience
Proven leadership ability with a minimum of 3-5 years’ experience managing direct reports and the client relationship
Understanding of HR functionality, employment laws, procedures, and policy interpretation preferred
Previous operations experience required, preferably in a CX/Customer Support environment
Knowledge of the automotive and/or outsourcing industry required
Good knowledge of contact center operations and back-office administration
Previous experience in handling high visibility, escalated customer concerns
Skills
Strong oral and written communication skills, with ability to persuade and sell using a business case
Superior presentation and negotiation skills, with a consultative approach
Strong business acumen
Strong time management, organizational and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment
Ability to build relationships at all levels within Percepta and client organization
Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction
Strong problem solving and decision-making skills
Ability to set operational goals and drive results
Ability to work alone without local supervision
Creativity and innovation in process design and implementation, continuously sharing best practices
Proven skills and experience in the area of coaching and mentoring
Demonstrable ability to defuse conflict and mitigate, achieving win-win resolutions
Superior ability to build relationships, continuously motivate and foster team development with proven coaching and career-pathing skills
Proven ability to work with direct client interaction
Knowledge of computers and software (MS Operating Software, MS Office Products)
Flexibility and adaptability in a fast-paced environment
Other
Occasional travel to US or client sites may be required
Six direct reports: 5 Executive Liaison Specialists and 1 Senior Executive Liaison Specialist.
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.
Primary Location: US-NJ-Mahwah
Req ID: 03XCA