Metrics Coordinator

The Metrics Coordinator will support the Automotive Concierge program by providing report development, tracking, and metrics reporting while assisting in analyzing data to support process changes, metric goal revisions and objective attainment plans.This position will support the Lincoln Business Operations Manager and Lincoln client by designing, developing and analyzing critical to business reports and scorecards.

The job function includes scoping and executing projects that reduce defects (failure modes) and agent level variability. The Metrics Coordinator will apply statistical methodologies and/or tools to analyze processes and complete projects for Lincoln Concierge program in Melbourne, including Social Media.

Duties and Responsibilities

Metric Coordination

• Design and develop reports for Automotive Concierge
• Build Monthly Scorecard for all programs
• Build and maintain all reports necessary to support the program
• Review reporting needs and make recommendations on changes and improvements to new and existing reports
• Work with Reporting at all levels within Percepta, Client and any outside vendors to enhance reports as required
• Validate reporting accuracy
• Analyze and interpret reports to identify performance gaps and communicate to Lincoln Management
• Understand the client’s industry and their specific business objectives

Metric Administration

• Ensure on time delivery of all reports as required
• Provide reports, tracking information or validation to team leads, COM and BOM for scorecards, performance reviews, 1on1’s and dealer and region meetings
• Facilitates special tracking on pilot or control group processes
• Works with supporting departments, reporting teams, and outside vendors, etc. to deliver metrics and reports
• Work with management to develop and maintain GCCT/CX Hub dashboards and views for all programs
• Implement market/territory changes upon management request or as needed (strong understanding of Ford/Lincoln regional alignment is required)
• As directed by management update and supply, alignment changes, including but not limited to FMCDealer.com, and Tier 1

Work Environment and Personnel Development

• Maintains a positive work environment that fosters team performance.
• Seeks to improve job knowledge by working with CCT Management.

Miscellaneous

• Work on activities and/or projects as requested by Client Operations Manager and Business Operation Manager.
• Represent Percepta in a professional manner, both internally as well as with outside organizations.

Education

·         Six Sigma Metrics Coordinator or equivalent work experience preferred

·         Bachelor’s Degree preferred

Experience

·         This position requires 2+ years related work experience in a consulting or analytical role.

• Familiarity with call center processes and technology is preferred.

·         Previous experience in a call center environment preferred.

Skills

• Strong analytical ability required.
• Excellent verbal and written communication skills.
• Well organized and detail oriented.
• An advanced working knowledge of Word, Excel, PowerPoint, Visio and Project.
• Basic understanding of SharePoint and how to update or make changes to documents.
• Good problem-solving skills - able to creatively resolve complex situations.
• Effective time management and organizational skills.
• Proven ability to manage multiple, concurrent activities.
• Proven ability to perform in a fast-paced environment and with minimal supervision.
• Strives to create a supportive environment conducive to continuous improvement.
• Translates problems into practical solutions.

Other

• Provide excellent customer service for internal and external customers on questions and issues.
• Provide follow-up reporting for a variety of program initiatives.

What You Can Expect 

·         Pay rate of $20.40 per hour

·         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)

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
•    Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
•    Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
•    Leave it better – We take ownership and leave every process, person, and place better than we found it.
•    Win together – We succeed as one—celebrating, supporting, and showing up for each other.
•    Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.