Description
Repurchase Administration Assistant Operations Manager
At Percepta, we bring first-class service across each market we support. As a Repurchase Administration Assistant Operations Manager in Mahwah, NJ , 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 Repurchase Administration Assistant Operations Manager (AOM) is responsible for key functions within the day-to-day operational performance of the support center. The AOM ensures that the business' goals and objectives are met by being responsible for training, developing, coaching, and retaining high performance teams for the department.
The AOM maintains and improves call center operations by; identifying and resolving problems; preparing and completing action plans; completing analyses; Identify, implement and manage process improvement initiatives.
The AOM is the operational liaison for special projects and leads day-to-day operations in the absence of the Operations Manager. They will share Management Responsibilities for repurchase administration specialists. They will also assist with call volume, email processing and escalated concerns as necessary to support the business.
During a Typical Day, You'll
Customer Relationship Center Operations
Conduct/participate in focus groups and agent/company feedback sessions.
Promotes and fosters a continuous improvement of culture within the organization. Identify process breakdowns by performing root cause analysis. Make process improvement/enhancement decisions.Analyze and manage program trends and progress of those decisions.
Responsible for suggesting and, as approved, implementing effective team/agent processes, including communication of program status to Operations Manager as required.
Assists the Operations Manager with development of information for Quarterly Business Reviews encompassing all support department initiatives, SOW metric performance, and future business initiatives to support the Client
Coordinate with the Operations Manager, to develop and communicate priorities, plans, resourcing, and timelines
Partner with support department personnel to administer program resources to drive SOW performance and agent development
Communicating new process changes quickly and efficiently in a fast-paced environment.
Document and retain records of all meetings and conversations with internal personnel and clients as applicable.
Maneuver effortlessly through various digital and voice communication channels (phone and email) to provide the retailers with prompt, courteous, and accurate information including:
o Utilizing available resources to accurately respond to retailer inquiries through appropriate channels
o Corresponding with Dealers via phone email channel as appropriate
Specialize and act as Subject Matter Expert on the Volvo Repurchase team.
Actively monitor SLA performance and take immediate, proactive steps to ensure all requests are resolved on time.
Rapidly escalate and address process or resource issues to maintain consistent SLA compliance.
Prioritize workload dynamically to meet or exceed service level agreements across all channels, keeping efficiency and speed front of mind.
Maintain exceptional product knowledge as it relates to system support and continuously updates knowledge of product and service offerings, current industry products, and technologies
Share management responsibilities and coordinate with the Operations Manager, to develop and communicate priorities, plans, resourcing, and timelines Support operations through business processes and practices designed to support productivity, profitability, and consumer satisfaction
Work Environment and Personnel Development
Sets an example by creating a positive work environment that drives program performance.
Support the Operations Manager in providing product knowledge and program information that generates enthusiasm and commitment for a positive work environment that fosters team performance.
Provides input into annual performance reviews for the agents they support.
Plan and implement strategic learning objectives for self-development as well as development of direct reports.
Create regular communication with team members that inspire new ideas and innovative approaches valuing the creativity, talents, and unique abilities of all employees.
Ensure that appropriate training for all team members is available (i.e., content and timing) along with necessary job-aids.
Must communicate all program changes to senior management team in a consistent and timely manner.
Work on improving own skills through industry literature, workshops, and computer enhancement training.
Keep lines of communication open with Senior Management and escalate any issues that may arise as applicable.
What You Bring to the Role
Education
High School Diploma or GED required
Experience
2 or more years' experience in Contact Center required with Dealership Operation and/or Automotive experience preferred.
5 - 7 years customer service experience
Knowledge of Repurchase Administration Specific Processes, Databases and Product is preferred.
Additional experience in any of: Account Management, Project Manager, Customer Sales/Service, Marketing or Public Relations an asset
Skills
Leadership Skills:
Ability to lead a team of employees to meet KPIs and drive client satisfaction
Ability to set operational goals and drive results
Good judgment in problem/conflict resolution and good decision making skills
Ability to create a supportive and conducive adult learning environment
Promote and foster employee satisfaction with Percepta
Ability to understand technological terms and support a program that is technical in nature
Able to adapt to an ever-changing fast paced environment
Demonstrated ability to manage inbound and back office programs
Ability to interpret performance reports and perform data analysis to identify trends
Excellent organizational, time management, planning and problem solving skills
Strong written and oral communication skills
Strong customer service, interpersonal and team/relationship-building skills
Must work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision
Ability to create a supportive and conducive professional learning environment
Ability to work with various organizational levels to support development and delivery of new resource material
Demonstrate a high degree of professionalism with all clients and internal/external organizations and contacts
Other
Employees must live within 45 miles of Mahwah, NJ Operations Center to work in a hybrid status with a minimum of 2-3 days onsite.
What You Can Expect
Competitive Salary with Incentives
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(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
Direct Reports: 8 shared Product Support Specialists
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.
LI-hybrid
Primary Location: US-NJ-Mahwah
Req ID: 047PS
