Temporary Customer Experience Operations Supervisor

About the Role

The Temporary Customer Experience Operations Supervisor in Houston, TX, is responsible for supervising Customer Experience teams, supporting operational initiatives, and ensuring high levels of customer satisfaction.

• Supervise Customer Experience teams and provide support for operational initiatives, including identifying process‑improvement opportunities, analyzing call and escalation data, identifying workforce gaps, and presenting recommended action plans to the Sr. Operations Manager.
• Partner with Customer Experience Specialists to maintain high customer satisfaction; assist with escalated calls by guiding team members and/or handling calls to achieve the best resolution.
• Manage employee onboarding and experience through Enboarder, reviewing questionnaires and surveys, promoting company and contact‑center values, and acting as an employee advocate throughout the employment lifecycle.
• Monitor and maintain service levels, ensuring CX Specialists, CX Leads, Parts and Technical SME team members properly support customers; monitor schedule adherence and look for opportunities to improve service levels and call‑flow processes.
• Interact with business partners as needed: attend meetings to resolve program changes, handle special report requests, stay informed of upcoming program launches, inform management of interactions, analyze program trends, gather user feedback, and communicate changes to senior leadership, Learning & Development, and Quality Assurance.
• Develop, coach, support, and evaluate the team: hold monthly scorecard meetings, provide timely feedback and coaching, discuss career‑development opportunities, deliver performance reviews, set up new hires (IDs and workspaces), maintain discussion logs, manage attendance, administer disciplinary action when necessary, recognize and reward excellent performance, and promote employee engagement.
• Complete timesheet approvals and corrections promptly; interview prospective employees and provide feedback to Operations Management, Talent Acquisition, and Human Resources.
• Collaborate with the Senior Operations Manager on monthly business reports and process‑improvement initiatives.
• Evaluate and coach customer‑service skills within the quality‑assurance process; ensure employees have necessary training and job aids; strive to improve Touchpoint and Pulse Survey results and overall employee satisfaction.
• Maintain a visible presence on the floor, interacting through team meetings, walking the floor, and one‑on‑one sessions; adhere to all Percepta and Business Partner quality initiatives, systems, and policies.
• Attend and participate in team and leadership meetings; generate enthusiasm for a positive work environment that fosters team performance.
• Complete required training courses, maintain professional relationships, and undertake additional tasks or projects as needed.
• Collaborate with multiple IT teams on new system enhancements, perform user‑acceptance testing, respond to inquiries about system errors or functionality, propose enhancements, review agent disputes in Empower, determine data accuracy, document system defects, and submit problem tickets.
• Coordinate with program management to ensure compliance with critical Empower metrics, provide detailed reporting when metrics are not met, monitor approval deadlines, and communicate upcoming deadlines to ensure critical timelines are met.
• Represent Percepta professionally with clients and external contacts; apply knowledge of Percepta Human Resources policies (employee relations, coaching, behavior‑based interviewing, harassment, professionalism); demonstrate strong customer service, interpersonal, and relationship‑building skills; communicate effectively both orally and in writing; exercise independent judgment and decision‑making.

Requirements

• Education: High School Diploma or equivalent; secondary education or equivalent experience preferred.
• Experience: 3–5 years of customer call‑center experience with at least 1 year in luxury hospitality, automotive, or a similar environment; experience managing and coaching others and improving performance; familiarity with contact‑center technologies, customer‑tracking systems, and reporting systems preferred.

Skills

• Detail‑oriented with strong organizational, time‑management, and planning abilities.
• Proficient with the Internet, computers, and software (MS Office, Internet Explorer).
• Ability to prioritize, multitask, adapt, and thrive in a fast‑paced, results‑driven environment.
• Analytical and problem‑solving skills.
• Excellent interpersonal skills; able to interact with all internal departments and management levels.
• Self‑starter with high initiative, resourcefulness, and ability to work independently and collaboratively.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office (Word, PowerPoint, Outlook).
• Leadership: team and consensus building, good judgment in conflict resolution.
• Experience in a 24/7 call‑center environment.
• Ability to create a supportive adult learning environment and drive employee satisfaction.
• Professional representation of Percepta with clients and external contacts.
• Knowledge of Percepta HR policies and procedures (employee relations, coaching, behavior‑based interviewing, harassment, professionalism).
• Strong customer service, interpersonal, and relationship‑building skills.
• Ability to communicate and articulate professionally both orally and in writing.
• Ability to exercise independent judgment and decision‑making.

Benefits

• Competitive salary with benefits.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty for clients worldwide across multiple channels and languages. The company’s values drive its culture:

• Lead with humility: Listen first, lead with empathy, and stay grounded so people and ideas can grow.
• Service beyond self: Serve clients, customers, and teammates with care and integrity.
• Leave it better: Take ownership and improve processes, people, and places.
• Win together: Succeed as one, celebrating and supporting each other.
• Deliver remarkable: Go beyond expectations to create bold, meaningful moments.