Customer Experience Operations Supervisor

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a CX Operations Supervisor working hybrid (up to 3 days in the office) in our Pretoria location, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.
What You'll Be Doing
The CX Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvements, 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 CX 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...