TTEC

Lead customer contact departments by setting standards, driving customer care culture, and managing operational success through coaching and process improvement. | Over 5 years in customer service environments with leadership experience, strong project management, organizational, and communication skills, and a bachelor's degree. | The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program 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. Duties and Responsibilities Customer Relationship Center Operations o Integrate leadership strategies with Direct Reports (Team Leaders) to ensure Key Performance Indicators are met and exceeded, including customer satisfaction. o Deliver quality and service level objectives. Demonstrate understanding of program goals and objectives. o Responsible for the operational success of the team. o Perform weekly team checks on key performance indicators. Address as necessary. o Lead day to day operations. Develop and implement contingency plans to ensure that all program service level metrics are met. o Drive calibration sessions, Team Leader and Market meetings. o Drive concern resolution in the team’s customer handling process. o Drive a culture of customer care by being present, supportive and serving as a role model for excellent customer handling. o Responsible for on going implementation and maintenance of the concern resolution process to achieve and sustain customer satisfaction targets. o Identify opportunities for customer handling process improvements. Communicate and get buy in from management and implement changes. o Partner with Ford to ensure that projects are implemented successfully, efficiently and cost – effectively. o People/Product/Processes are linked into all decision making/understanding of the business. o Analysis, monitoring and reporting of special projects. o Support escalated caller situations (including handling of escalated calls) by understanding and applying concern resolution strategies to drive customer satisfaction. Ensure teams promised follow ups are kept. Project Management Responsibilities o Participates in the development of policy, process, procedure, organizational structure, change management, and communications in order to meet Client expectations. o Negotiates workable timelines with the Client and internal departmental personnel. o Reviews operational reports daily, analyzing and identifying trends for Percepta management. o Responds to Client concerns and issues immediately. o Work with internal teams, and clients to provide input to, proposals, business requirements, and Statements of Work. o Assist clients and sales leaders (Directors of Business Development, Account Management, and Strategic Account Directors) with definition, design, and development of programs. o Actively communicate program requirements and status to clients and internal team members. o Work with internal departments and clients to ensure tasks are completed on time and within identified budget and quality measures. o Consistently track and manage program timelines while coordinating the resolution of program changes, issues, and risks. Work Environment and Personnel Development o Lead by example to create a positive work environment that drives team performance. o Promote Team Leader development through delivery of frequent and timely coaching sessions, weekly one on one meetings and attendance during Team Leader PEP sessions. o Provide direct leadership to the Team Leader through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction. o Administer disciplinary actions if necessary. o Recognize and reward excellent team performance. o Build morale within the team to support Team Leader and CSR retention. o Resolve conflicts with sensitivity, tact, and fairness. o Plan and implement strategic learning objectives for self development. o Complete annual performance evaluations on Team Leaders and other direct reports. o Performs other duties as required. Education • Undergraduate degree or equivalent work related experience Experience • Minimum 5 years experience in a customer service environment, preferably call center operations. • Project Management, Sales and/or Marketing experience a plus. • Six Sigma and/or PMP Certification a plus. • Proven leadership with a minimum 2-3 years experience managing direct reports with staff. Skills • Ability to set operational goals and drive results • Creativity and innovation in process design and implementation, continuously sharing best practices. • Demonstrated 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 succession planning • Thorough understanding of business integration methodologies, reporting, trend analysis and project management. • Strong organizational and written/verbal communication skills. • Proven ability to work with direct client interaction. 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.

Provide expert technical escalation support for connected vehicle services, troubleshoot complex hardware/software issues, collaborate with internal teams, and maintain documentation. | 3+ years technical or engineering support experience, familiarity with help desk and CRM software, experience with incident management tools, and preferably remote work experience. | Integrated Services Support Specialist Apply now At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn MI, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What Youll Be Doing Integrated Services at a Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide. The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions. During a Typical Day, Youll Escalation Support: Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs. Issue Resolution: Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed. Proactive Monitoring & Issue Prevention: Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics. Data Analysis & Reporting: Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs). Collaboration & Communication: Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates. Documentation & Knowledge Base: Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles. Process Improvement: Identify opportunities to streamline support processes and reduce manual effort. Responsible for following up on cases to ensure any update is communicated with customers, Managers, Engineers and dealers to support escalated cases in effort to resolve customers concerns. Identify and communicate software related departmental trends to Team Leads, Managers, Managers and Engineers to bring awareness and work toward possible solutions. Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions. Escalation Management: Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer. What You Bring to the Role Education High School Diploma or GED Postsecondary education program in automotive service or software technology preferred or equivalent work experience Experience 3+ years of experience in engineering or technical support, preferably in a customer-facing role. Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce). Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now. Experience in a remote work environment is preferred. What You Can Expect 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) Established in 2000 as a joint venture with TTEC, Percepta 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 groundedso people and ideas have room to grow. • Service beyond self We serve othersclients, customers, and teammateswith 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 onecelebrating, 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-Onsite Location/Division Dearborn, Michigan Job Requisition 0475E Apply now