Our values are the heartbeat of our organization and we live, breath and play by them every day. Join our team as a Business Operations Specialist and experience the fulfilment of being part of a unique culture. As a Percepta team member, you can expect
•Culture of Service - to be treated you as are the customer from day one through your entire career -
•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
•A diverse and community-minded organization that is all about having fun!
•Competitive pay and medical/vacation benefits you’d expect
The Business Operations Specialist will document, research, analyze, and recommend improvements to improve customer experience . Studies operational and performance data to identify trends and opportunities for improvement. Develops project plans, communicates changes and may provide training to impacted business units. Business Operations Specialist understands and reviews the customer journey and the associated operational processes to provide a more effortless experience.
Duties and Responsibilities
•Coordinate and participate in internal Learning & Development and Operational audits to verify effectiveness and opportunities
•Cultivate a communications network among global Trainers, ISD’s, Operations and Quality leads who serve as the process experts at the sites/regions to provide a forum for problem solving and best practice sharing.
•Use case design, documentation, and review as needed to support special projects i.e. New CRM launches
•Lead sessions to gather client and operational requirements in order to develop learning and development timelines for developing first class training materials. Build project plans and lead project teams regarding learning and development instruction design and delivery requirements. Provide support to cross functional teams in collecting content/inputs as needed.
•Conducts operations research and gathers requirements for other functional areas i.e. Technology, L&D, HR, QA
•Track and regularly report on operational changes
•Provide support to existing clients on special projects, as required
•Act as one of the primary resources globally to create, modify, and maintain business process documentation for new launch and/or existing programs, as required.
•Provide guidance to and mentor internal partners as it relates to program and/or operational processes across functional areas.
•Create customer centric view – voice of customer and voice of process
•Customer journey (end to end) subject matter expert
•Customer experience survey subject matter expert
•Coordinate Customer Journey Mapping sessions – lead, train, document customer journey
•Solves complex problems relating to the operation of the business – applies root cause analysis as needed
•Next Issue Avoidance - able to use forward and critical thinking to help customers solve problems before they occur. The ability to foresee (with data) before they arise.
•Articulates the ROI and benefits of proposed solutions including customer verbatim
•BA/BS degree in Business (or related field) or equivalent professional experience preferred
•Minimum 3 years’ experience in working in training, process design, and compliance preferred.
•Experience in contact center environments (preferably automotive) including call handling and reporting processes.
•Familiar with business process and process improvement documentation, preferably in a call center environment.
•Knowledge of project management techniques and tools preferred