CX Operations Supervisor - Lead Service Excellence

Percepta; Houston (TX); On-site; USD 48,000 - 64,000; Part time

Benefits offered by this job

Competitive salary with benefits

Employee discount program

Training and development programs (Per

Job summary

Percepta is seeking a Temporary Customer Experience Operations Supervisor to oversee on-site CX teams in Houston, TX. This role focuses on coaching, process improvement, and ensuring high levels of customer satisfaction while coordinating with partners and leadership.

The ideal candidate will have strong coaching skills, experience in contact centers, and the ability to drive performance through data analysis and team development.

Qualifications

• High School Diploma or equivalent required.
• Strong communication and interpersonal skills are essential.
• Experience in coaching and managing teams is preferred.
• Proficiency with MS Office and basic reporting tools is expected.

Responsibilities

• Supervise Customer Experience teams and support operational initiatives.
• Identify process improvements and analyze call/escalation data.
• Present action plans to Sr. Operations Manager based on research.
• Support escalated calls and guide team members to best resolution.
• Onboard and coach staff, ensuring positive employee experience.
• Monitor service levels, schedule adherence, and workflows.
• Coordinate with Business Partners and communicate changes promptly.
• Develop, coach, and evaluate the team; conduct monthly scorecards.

Skills

Detail-oriented

Strong communication

Time management

Analytical problem-solving

Interpersonal skills

Self-starter

Education

High School Diploma or equivalent

Secondary education or equivalent experience - preferred

Tools

MS Office

Job description

Percepta is seeking a Temporary Customer Experience Operations Supervisor to oversee on-site CX teams in Houston, TX. This role focuses on coaching, process improvement, and ensuring high levels of customer satisfaction while coordinating with partners and leadership.

The ideal candidate will have strong coaching skills, experience in contact centers, and the ability to drive performance through data analysis and team development.