Business Manager
Company: Percepta
Location: Asheville
Posted on: January 12, 2021
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Job Description:
Expect more than a job! Our values are the heartbeat of our
organization and we live, breathe and play by them every day. Join
our team as a Business Operations Manager and experience the
satisfaction of being part of a unique culture. As a Percepta team
member, you can expect * Culture of Service--- to be treated like
you are the customer from day one * Teamwork--- belonging to a
supportive family team environment that encourages growth, fosters
trust and open communication and acknowledges value in your
contributions* Respect--- a team that is accountable, dependable,
and gives you their full attention* Proactive--- to surround
yourself with solution-oriented people who strive to improve
themselves, others and the organization* Career--growth and lots of
learning opportunities for aspiring minds* Diversity--- be a part
of our growing diverse and community-minded organization that is
all about having fun* Competitive compensation--- we take care of
family, which is why we offer more than just competitive wages and
great benefits. Our programs include incentives and promote
physical, mental, and financial wellness. SummaryThe Business
Operations Manager supporting is a strategic leader who will be
responsible and accountable to ensure a strong positive partner
relationship between Percepta and Clients in support of the
business. This position will serve as a mentor by fostering a
progressive learning environment, taking initiative to improve
processes, thereby enabling the department to meet its goals. This
key player will ensure all Key Performance Indicators are met,
sustained, and exceeded. Vision/Objectives/Tools/Coaching is
demonstrated daily. The Business Operations Manager is also
responsible for the ongoing client relationships, contact,
documentation, acting as the primary contact for the client.
Maintains high client satisfaction, ensuring Percepta compliance
with Service Level Agreement (SLA) terms and conditions.The
Business Operations Manager assists with the definition, design,
development, and delivery of client programs. They will work with
and act as a liaison between leadership, sales, clients, and
technology teams to deliver client programs on time, on budget, and
according to client specifications. ResponsibilitiesProvide direct
leadership to a team of Customer Operations Managers (COMs) and/or
Assistant Operations Managers (AOMs) through these key
responsibilities: * Address performance management issues as they
are made aware* Work with Human Resources, COMs, AOMs, and
employees to resolve employment issues* Guide COMs and AOMs in
effective staff management skills* Administer rewards and
recognition* Execute programs that enhance employee job
satisfaction, support employee retention, productivity,
profitability, and customer satisfaction* Provide coaching and
career mentoring for COMs and AOMs* Administer performance reviews
for COMs and AOM* Provide guidance to COMs and AOMs for delivery of
performance appraisals to their direct reports* Coordinate and
participate in all activities related to hiring and dismissal of
employees * Utilize PULSE Survey results to enhance job
satisfaction and employee retention* SLA Management through
Leadership by maintaining all documentation: tracking SLA
modifications, e-mail, correspondence and other official
notifications.* Acts as the primary interface between Clients and
Percepta Managers to provide feedback and opportunities for
enhancements as appropriate.* Partner with Clients to determine the
overall effectiveness of the program (including resources,
planning, communication of priorities, and initiatives).* Oversee
implementation of client contract integrity, (e.g., services and
performance metrics are met and delivered as agreed upon within the
contract). Ensure non-compliances receive a Corrective Action Plan
and communicate with the client.* Proactively consult with clients
to identify opportunities to provide additional services and/or
improve current service level offerings for customers.* Liaise with
Clients and Percepta Management to resolve issues and provide
feedback and information that may impact Operations as appropriate,
ensuring all parties are updated on all issues.* Partner with
Clients and COMs/AOMs to develop and deliver quarterly business
reviews.* Partner with VOC (Voice of the Customer) to collaborate
on strategies for improvements and future alignments.Education*
Bachelor's degree or equivalent work-related experience Experience
* Minimum of 10 years in a customer service environment, preferably
in a contact center operations environment. * Proven leadership
with a minimum of 5 years of leadership experience managing direct
reports with staff including knowledge of employment legislation.*
Previous account management experience required * Experience with
Automotive Dealership required.* Knowledge of automotive fixed
operations a plusSkills * Ability to think strategically, create a
vision, and drive culture within an organization.* Demonstrated
ability to resolve problems or issues by gathering and assessing
information, taking advice, and using judgment that is consistent
with Company standards, practices, policies, and procedures.*
Strong leadership, organizational, and written/verbal communication
skills.* Strong business acumen. * Excellent time management,
organizational, and planning skills. Able to prioritize, multitask,
adapt, and thrive in a fast-paced, results-driven environment.*
Strong customer service and conflict resolution skills, with a
commitment to quality and customer satisfaction.* Superior ability
to build relationships, continuously motivate and foster team
development with proven coaching and career pathing skills.*
Demonstrated ability to influence at all levels with a consultative
approach and excellent negotiation skills.* Strong problem solving
and decision-making skills.* Proven ability to work with direct
client interaction.* Strong computer skills including spreadsheets
and database applications. Experience with Excel, Outlook and Word
required.Percepta requires all employees hired in the United States
to successfully pass a background check and depending on location
and client program a drug test, as a condition of employment.
Percepta is an Equal Opportunity Employer.
Keywords: Percepta, Asheville , Business Manager, Executive , Asheville, North Carolina
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