Customer Experience Operations Lead

Percepta; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Employee Discount Program

Training and Development Programs (Per

Percepta College

Employee Rewards Program (Perci Perks)

Job summary

Percepta in Houston, TX seeks a Temporary Customer Experience Operations Supervisor on-site to lead CX teams and drive operational initiatives. You will identify process improvements, analyze data, and present plans to the Sr. Operations Manager while ensuring high customer satisfaction.

You will also coach and develop staff, manage onboarding via Enboarder, and collaborate with business partners to implement program changes. Strong communication and leadership are essential.

Qualifications

• High School Diploma or equivalent required.
• 3–5 years of Customer Call Center experience with 1 year in luxury hospitality, automotive, etc.
• Experience in managing and coaching others and improving performance.
• Understanding of contact center technologies and reporting systems (preferred).

Responsibilities

• Supervise CX teams and support operational initiatives.
• Identify process improvements and present action plans to Sr. Ops Manager.
• Assist escalated customer calls with guidance to team members.
• Onboard and advocate for employee experience using Enboarder.
• Monitor service levels and manage call flow processes.
• Attend business partner meetings and report program trends.

Skills

Customer service

Coaching

Team leadership

Communication

Analytical thinking

MS Office

Problem solving

Education

High School Diploma

Secondary education or equivalent

Tools

Call center software

Enboarder

Empower system

Job description

Percepta in Houston, TX seeks a Temporary Customer Experience Operations Supervisor on-site to lead CX teams and drive operational initiatives. You will identify process improvements, analyze data, and present plans to the Sr. Operations Manager while ensuring high customer satisfaction.

You will also coach and develop staff, manage onboarding via Enboarder, and collaborate with business partners to implement program changes. Strong communication and leadership are essential.