Onsite CX Operations Supervisor (Temporary)

Ttecjobs; Houston (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Percepta is seeking a temporary Customer Experience Operations Supervisor to oversee CX teams in Houston, TX. You will drive process improvements, analyze call data, and present recommendations to the Sr. Operations Manager.

You’ll support escalated calls and coach staff for optimal customer resolution, while coordinating with business partners on program changes. The role emphasizes on-site leadership, staff development, and adherence to service levels in a 24/7 contact center environment.

Qualifications

• 3–5 years of Customer Call Center experience with 1 year in luxury hospitality or automotive fields.
• Experience in managing and coaching others and improving performance.
• Understanding of contact center technologies and reporting systems.
• Proficient in MS Office suite and standard business software.
• Excellent verbal and written communication skills.
• On-site Houston, TX work location awareness.

Responsibilities

• Supervise Customer Experience teams and support operational initiatives.
• Identify process improvements and analyze call/escalation data.
• Present action plans to the Sr. Operations Manager based on research.
• Assist escalated customer calls by guiding the team for best resolution.
• Develop and coach the team; conduct monthly scorecard meetings.
• Coordinate with Business Partners; communicate program changes.
• Ensure schedule adherence and monitor service levels.
• Collaborate with IT teams on system enhancements and UAT.
• Maintain documentation and support daily staff management.

Skills

Call Center Experience

Leadership / Coaching

Process Improvement

Data Analysis

Communication Skills

Time Management

Education

High School Diploma or equivalent

Secondary education or equivalent - preferred

Tools

MS Office

Internet Explorer

Job description

Percepta is seeking a temporary Customer Experience Operations Supervisor to oversee CX teams in Houston, TX. You will drive process improvements, analyze call data, and present recommendations to the Sr. Operations Manager.

You’ll support escalated calls and coach staff for optimal customer resolution, while coordinating with business partners on program changes. The role emphasizes on-site leadership, staff development, and adherence to service levels in a 24/7 contact center environment.