Senior Manager Operational Excellence

At Percepta, we bring first-class service across each market we support. As aSr. Manager, North American OperationsinHouston, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Senior Manager of North American Operations is responsible for developing and managing all client account strategies and ensuring high levels of client satisfaction for assigned programs.This position will jointly execute all Center Strategies to achieve company financial and operational objectives, clients’ Scope of Work contractual deliverables, Service Level Agreement (SLA) metrics, and employee satisfaction expectations.The Senior Manager will partner with Sales/Client Solutions to procure new business and expand current business levels and will have financial accountability for all designated/assigned programs.

During a Typical Day, You’ll

·Overall development of designated business operations, broadening the integration of services across the programs.

·Establishes operating procedures consistent with the client requirements, policies and objectives and ensures their execution.

·Responsible for building and maintaining relationships with client base and all other business partners, including but not limited to evaluating opportunities for growth, participating in business planning sessions, monitoring and reporting SLA’s, negotiating Statements of Work/Client Rates.

·Evaluates the results of program operations regularly and systematically and provides key performance reports to the Executive Director, North American Operations.

·Ensures that the responsibilities, authorities, and accountability of the designated departments are defined and understood.

·Ensures that organization activities and operations are carried out in compliance with local, state, federal, and country specific regulations.

·Ensures the continued positive relationships with the client by building and maintaining key relationships with clients, including but not limited to evaluating opportunities for growth, participating in business planning sessions, monitoring and reporting SLA’s, negotiating Statements of Work, etc.

·Provide leadership and direction to the Operation Managers by establishing communications that foster new ideas and innovative approaches; establish development plans utilizing a variety of academic and internal/external learning opportunities.  

·Responsible for the controllable fiscal health of designated projects.

What You Bring to the Role 

·Bachelor’s Degree in a related field.

·6 – 10 years’ work related experience in Operations, preferably in a Call Center environment.

What You Can Expect 

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·Vacation/Sick Time and Paid Holidays

·Tuition Reimbursement

·Employee Assistance Program

·Employee Discount Program

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

A Bit More About Your Role 

·Hybrid work schedule

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of 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 – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

#LI-Hybrid