Percepta
Executive Liaison Supervisor - Luxury Automotive Call Center - (Job Number: 03XC
Percepta, Mahwah, New Jersey, us, 07495
Executive Liaison SupervisorTraining – 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 managementAdminister performance reviewsProvide performance coaching related to performance concernsAll duties related to hiring and dismissal of employeesRewards and recognitionVacation tracking and planningServe 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 teamValue and draw upon the creativity, talents and abilities of all employeesProvide coaching and career mentoring for direct reportsUtilize Employee Satisfaction Survey results and company values to enhance job satisfaction and employee retentionCommunicate all program changes or performance issues to the Director, Global Operations on a consistent and timely basis“Walk the floor” and interact with employeesClient Relationship:Be the on-site Percepta brand ambassador and strategic partnerHighlight performance successes and make recommendations either using own initiative or following internal alignmentAct 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 leadsBuild and maintain strong relationships with assigned clients and build trustFacilitate 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 ManagerCoordinate with the client and internal departments, develop and communicate priorities, plans, resourcing, and timelines for client requested and internally driven initiativesProactively consult with the client to identify opportunities for improvementAlso act as a resource to clients regarding industry trends/initiatives/considerationsAct as a point of escalation for client concerns and partner with appropriate internal groups to facilitate resolutionRemote Site Support:Act as the conduit between the Mahwah and Remote CRC sitesWork in partnership with remote Business Operations Manager to identify client challenges and opportunities to develop strategic responsesEducation
Associate’s Degree requiredExperience
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 caseSuperior presentation and negotiation skills, with a consultative approachStrong business acumenStrong time management, organizational and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environmentAbility to build relationships at all levels within Percepta and client organizationStrong customer service and conflict resolution skills, with a commitment to quality and customer satisfactionStrong problem solving and decision-making skillsAbility to set operational goals and drive resultsAbility to work alone without local supervisionCreativity and innovation in process design and implementation, continuously sharing best practicesProven skills and experience in the area of coaching and mentoringDemonstrable ability to defuse conflict and mitigate, achieving win-win resolutionsSuperior ability to build relationships, continuously motivate and foster team development with proven coaching and career-pathing skillsProven ability to work with direct client interactionKnowledge of computers and software (MS Operating Software, MS Office Products)Flexibility and adaptability in a fast-paced environmentOther
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.
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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 managementAdminister performance reviewsProvide performance coaching related to performance concernsAll duties related to hiring and dismissal of employeesRewards and recognitionVacation tracking and planningServe 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 teamValue and draw upon the creativity, talents and abilities of all employeesProvide coaching and career mentoring for direct reportsUtilize Employee Satisfaction Survey results and company values to enhance job satisfaction and employee retentionCommunicate all program changes or performance issues to the Director, Global Operations on a consistent and timely basis“Walk the floor” and interact with employeesClient Relationship:Be the on-site Percepta brand ambassador and strategic partnerHighlight performance successes and make recommendations either using own initiative or following internal alignmentAct 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 leadsBuild and maintain strong relationships with assigned clients and build trustFacilitate 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 ManagerCoordinate with the client and internal departments, develop and communicate priorities, plans, resourcing, and timelines for client requested and internally driven initiativesProactively consult with the client to identify opportunities for improvementAlso act as a resource to clients regarding industry trends/initiatives/considerationsAct as a point of escalation for client concerns and partner with appropriate internal groups to facilitate resolutionRemote Site Support:Act as the conduit between the Mahwah and Remote CRC sitesWork in partnership with remote Business Operations Manager to identify client challenges and opportunities to develop strategic responsesEducation
Associate’s Degree requiredExperience
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 caseSuperior presentation and negotiation skills, with a consultative approachStrong business acumenStrong time management, organizational and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environmentAbility to build relationships at all levels within Percepta and client organizationStrong customer service and conflict resolution skills, with a commitment to quality and customer satisfactionStrong problem solving and decision-making skillsAbility to set operational goals and drive resultsAbility to work alone without local supervisionCreativity and innovation in process design and implementation, continuously sharing best practicesProven skills and experience in the area of coaching and mentoringDemonstrable ability to defuse conflict and mitigate, achieving win-win resolutionsSuperior ability to build relationships, continuously motivate and foster team development with proven coaching and career-pathing skillsProven ability to work with direct client interactionKnowledge of computers and software (MS Operating Software, MS Office Products)Flexibility and adaptability in a fast-paced environmentOther
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.
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