Paid Sick Days

Parking

Performance Bonus

Prescription Drug Coverage

Professional Development

401K

Employee Referral Program

Flexible Spending Accounts

Employee Events

Retirement / Pension Plans

Tuition Reimbursement

Work From Home

Game Rooms

Life Insurance

Merchandise Discounts

On Site Cafeteria

CRAWL_WRAP

UNKNOWN

The Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Sr. Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

Position Summary The Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Sr. Operations Manager based upon research performed. Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer. Duties and Responsibilities Employee Onboarding / Employee Experience: o    Responsible for manager assigned communications and responses within Enboarder (Percepta’s automated communications tool), including, but not limited to reviewing/acting upon questionnaire and survey information received from employees during various points of the first year of employment o    Promote company and contact center values and culture o    Act as employee advocate insuring a positive and rewarding introduction to the company, take action as needed to improve employee experience throughout lifecycle Monitor and maintain service levels to ensure: o    CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers o    Monitor schedule adherence o    Look for opportunities to improve service levels o    Manage customer handling (call flow) processes Interact with Business Partners as needed including: o    Attend Business Partner meetings to resolve and discuss program changes and enhancements o    Handle special Business Partner report request  o    Keep abreast of anticipated program launches and changes o    Inform Manager on all Business Partner interaction  Analyze and manage program trends and progress Interact with key users for feedback to make process improvement / enhancement recommendations Communicate all changes, enhancements, including call and workflow updates, etc. to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department on a consistent and timely manner Develop, coach, support and evaluate the team; responsible for the development of the team: o    Hold monthly scorecard meetings o    Provide feedback and coaching timely o    Discuss and implement career development opportunities  o    Create and deliver performance reviews o    Set up for all new hires (ID's and workspace)  o    Maintain discussion logs o    Manage attendance o    Administer disciplinary action as necessary o    Recognize and reward excellent team performance. o Promote Employee engagement and moral building o    Complete time sheet approvals and submit corrections timely o    All other matters as it relates to daily management of the staff Interview prospective new employees; provide feedback to Operations Manager and Talent Acquisition, and Human Resources Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed Evaluate and coach back customer service skills in quality assurance process o    Ensure employees have the necessary training and job aids to perform their job responsibilities. Strive to continuously improve Touchpoint and Pulse Survey results and employee satisfaction o    Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc o    Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies. Support all Percepta Call-Center policies and procedures Attend and participate in team meetings and leadership meetings o    Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance o    Complete training courses as directed by Operations and/or Learning & Development o    Maintain professional working relationships Complete additional tasks / projects as needed Collaborate with multiple IT teams in the development of new system enhancements Perform user acceptance testing of system enhancements Respond to inquiries regarding system errors, functionality, and enhancements Propose new enhancements based on observations, and experience with the applicable processes Review agent disputes within Empower. Determine accuracy of source data and make recommendations for correction of inaccurate values Research, document and provide examples of Empower system defects. Submit problem tickets to the applicable team for resolution Coordinate with program management to ensure compliance with critical Empower metrics. Provide detailed reporting of agent compliance when required metrics are not being met Monitor approval deadlines and program status. Communicate upcoming deadlines to program management to ensure critical deadlines are met  Education High School Diploma or equivalent Secondary education or equivalent experience - preferred Experience 3 – 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, etc experience required Experience in managing and coaching others and improving performance Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems - preferred Skills Detail-oriented with strong organizational skills, time management and planning – required Strong working knowledge of the Internet, computers and software (i.e. MS Office products, Internet Explorer) – required Strong time management, organization and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment – required Analytical and problem-solving skills – required Excellent inter-personal skills. Able to interact with all internal departments and levels of management Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team Excellent verbal and written communication skills Proficient Microsoft Office (Word, PowerPoint and Outlook) Leadership Skills: o    Team & consensus building o    Good judgment in conflict resolution Ability to create a supportive and conducive adult learning environment Ability to drive employee satisfaction Must represent Percepta professionally with all clients and external organization and contacts Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace Strong customer service, interpersonal and relationship-building skills Communicate and articulate in a professional and effective manner both orally and written. Ability to exercise independent judgment and decision making Other  Call center environment, open 24/7

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.

TTEC

Customer Experience Operations Supervisor

Acceptance Testing

Acquisitions Management

Adult Learning

Analysis Skills

Call Centers

Coaching

Communication Skills

Computer Software

Continuous Improvement

Customer Escalations

Customer Experience

Customer Satisfaction

Customer Support/Service

Detail Oriented

Disciplinary Action

Establish Priorities

Human Resources

Interpersonal Skills

Leadership

Maintain Compliance

Metrics

Microsoft Internet Explorer Browser

Microsoft Office

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

Multitasking

Onboarding

Operational Support

Operations Management

Organizational Skills

People Management

Performance Management

Performance Reviews

Presentation/Verbal Skills

Process Development

Process Flow

Process Improvement

Project/Program Coordination

Project/Program Management

Quality Assurance

Quality Assurance Methodology

Reporting Skills

Talent Management

Team Building

Testing

Time Management

Trend Analysis

Writing Skills

FEED

With an extensive portfolio of multi-million-dollar projects, they are committed to delivering excellence in both heavy civil and vertical construction. This company is an industry-leading provider of general contracting and design-build services for the federal government across the Southeast region of the United States.

YEAR

Company Overview:This company is an industry-leading provider of general contracting and design-build services for the federal government across the Southeast region of the United States. Performing heavy civil and vertical construction, our teams build unique structures and infrastructure. With an extensive portfolio of multi-million-dollar projects, they are committed to delivering excellence in both heavy civil and vertical construction. The teams are dedicated to building unique and complex structures and infrastructure that meet the highest safety, quality, and compliance standards.What's in it for you?<ul><li>Salary Range: $140,000 - $180,000 commensurate with experience</li><li>Project Bonus/ Profit Sharing</li><li>Employer Matching 401K Plan</li><li>Health Insurance</li><li>Vehicle Allowance</li><li>Paid Sick Leave</li><li>Paid Vacation</li><li>Paid Holidays</li></ul>Education - Skills - Knowledge - Qualifications & Experience<ul><li>Bachelor's degree in construction, engineering, or related field. A building Construction degree is preferred.</li><li>Minimum of 10 years of construction experience.</li><li>Understanding of all aspects of project management.</li><li>Ability to manage multiple projects and multiple people.</li><li>Proven leadership ability.</li><li>Working knowledge and experience with Procore and P6</li><li>Thorough understanding of financial accounting systems.</li><li>Proven ability to deliver projects within contract requirements.</li><li>Effective oral communication and interpersonal skills.</li><li>Technical writing skills.</li><li>Conflict resolution skills and experience with successfully resolving disputes.</li><li>Willingness to travel to Southeast US job sites periodically, as needed.</li></ul>Contact: Barb@EstremandCo.com Estrem & Company other opportunities

Estrem & Co.

Senior Project Manager - Government Projects - Tallahassee or Merritt Island Location

Accounting Software

Conflict Resolution

Construction

Construction Engineering

Contract Requirements

Federal Government

Financial Accounting

Financial Systems

Government

Provider Contracting

Regulatory Compliance

Safety/Work Safety

Technical Writing

Willing to Travel

Crelate

OTHER

Role: Accounts Payable Specialist: Results driven AP Specialist with over 3 years of experience managing high-volume financial workflows within NetSuite and SAP Concur environments. Boston Barricade offers comprehensive turn-key service to 48 contiguous states via its regional service centers and is capable of servicing customers in Alaska, Hawaii, and Puerto Rico through existing Strategic Partnerships.

Boston Barricade Company is the nation's leading provider of modular construction enclosures and graphics systems. Established in 1990, Boston Barricade Company has earned a reputation for expertly meeting the needs of today's demanding retailers, contractors, and mall developers. Boston Barricade offers comprehensive turn-key service to 48 contiguous states via its regional service centers and is capable of servicing customers in Alaska, Hawaii, and Puerto Rico through existing Strategic Partnerships. Role:Accounts Payable Specialist: Results driven AP Specialist  with over 3 years of experience managing high-volume financial workflows within NetSuite and SAP Concur environments. Expert in end-to-end P-Card administration, invoice management, and complex GL account reconciliations. Proven track record of enhancing departmental efficiency through rigorous vendor onboarding compliance, proactive dispute resolution, and meticulous administrative oversight of multi-location business licenses.  Responsibilities:<ul><li dir="ltr" style="line-height:1.2">P-Card & Expense Management: Full ownership of the company purchasing card program, ensuring timely expense report processing and policy compliance.</li><li dir="ltr" style="line-height:1.2">Invoice Management: Direct daily AP activities, with a focus on high-volume non-PO vendor invoice management.</li><li dir="ltr" style="line-height:1.2">Vendor Relations & Onboarding: Manage the end-to-end setup for new vendors, ensuring all compliance and tax documentation is secure.</li><li dir="ltr" style="line-height:1.2">Issue Resolution: Act as the primary point of contact for vendor discrepancies, investigating and reconciling issues with a high degree of urgency.</li><li dir="ltr" style="line-height:1.2">Administrative Oversight: Manage multi-location business license renewals and utility accounts (including setups, transfers, and cancellations).</li><li dir="ltr" style="line-height:1.2">Financial Integrity: Perform General Ledger (GL) account reconciliations as needed and collaborate with the Controller on special projects to improve departmental efficiency.</li></ul>Qualifications and Education Requirements:<ul><li dir="ltr" style="line-height:1.2">Experience: Minimum of 3 years of progressive accounting/AP experience.</li><li dir="ltr" style="line-height:1.2">Education: Associate or Bachelor’s degree (Accounting coursework highly preferred).</li></ul>Preferred Skills:<ul><li dir="ltr" style="line-height:1.2">Advanced proficiency in NetSuite (or similar ERP systems), Microsoft Office Suite, and Concur Expense Management.</li><li dir="ltr" style="line-height:1.2">Understanding of accounting procedures and AP best practices.</li><li dir="ltr" style="line-height:1.2">Exceptional attention to detail, paired with a natural ability to solve complex reconciliation problems.</li><li dir="ltr" style="line-height:1.2">Ability to build professional, collaborative relationships with both internal departments and external vendors.</li><li dir="ltr" style="line-height:1.2">A productivity-driven professional who can manage deadlines without sacrificing accuracy.</li></ul>Benefits: Boston Barricade Company views employees as its greatest asset. The Company provides employees with a dynamic work environment and rewards its employees with competitive salaries. All full-time employees are eligible for paid vacations (after 90 days of employment), 401K Retirement plans and numerous insurance options, including Medical, Dental, Vision and Life Insurance. Boston Barricade Company is a drug-free work place. This job description is not intended to be all-inclusive. The successful candidate will perform a variety of Accounting related tasks to meet the ongoing needs of the department and organization.  We are proud to be an Employee-Owned Company Powered by ExactHire: 193086

Dispute Resolution Jobs in Palm Bay, FL

Resume Resources

Get noticed by top employers!

Dispute Resolution Jobs in Palm Bay, FL

Customer Experience Operations Supervisor TTEC

Senior Project Manager - Government Projects - Tallahassee or Merritt Island Location Estrem & Co.

Accounts Payable Specialist Boston Retail Solutions

Resume Resources