Description

　　Admin Team Leader (Automotive Industry)

　　At Percepta, we bring first-class service across each market we support. As an Admin Team Leader in Dearborn, MI , 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 Admin Team Leader provides the daily leadership and support for the FLP Admin Team to meet customer and employee satisfaction while achieving the business goals of the program and Percepta. This role will interface regularly with the Business Operations Manager to identify necessary resources and skill sets to help support the FLP initiatives and special requests by Management.

　　During a Typical Day, You’ll

　　Be the lead with Protect eRegistration tool with troubleshooting dealer issues/concerns

　　Manage and coordinate final Company Protect contract/form programming in the Protect eRegistration tool

　　Facilitate/perform all user acceptance testing (UAT) for Protect eRegistration forms or enhancements from IT

　　Manage the Extended Service Coverage process and act as point person for dealers and field concern escalation and resolution

　　Manage the Protect Fleet process and act as point person for dealer and field concern escalation and resolution

　　Manage Supplier Contract database

　　Support all Provider Exchange Network (PEN)

　　Be direct point of contact for escalations and urgent requests from North America ESB Operations Manager

　　Manage and prioritize employee workloads for Protect Program Liaison, Extended Service Contract Program Liaison, Fleet Bids/registrations, Program Liaison, Dealer Reserve, and Doc Entry to ensure contractual program requirements, deadlines and turnaround times are met.

　　Manage FLP contract and form library and coordinate and authorize updates with vendor

　　Identify continuous improvement ideas that create efficiencies within the department

　　Manage Admin work instruction process (create/update/store)

　　Manage admin department training needs in close coordination with department trainer

　　Facilitate the quarterly scorecard program for the team (Road to Rewards)

　　Facilitate annual performance review process for the team

　　Adhere to and support all Percepta and Business Partner initiatives and requests

　　Promote teamwork and employee development

　　Lead weekly team meetings

　　Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance

　　Complete training courses as directed

　　Maintain professional working relationships

　　Complete additional responsibilities and projects as needed

　　What You Bring to the Role

　　HS Diploma required; Associates Degree or 2 years’ College coursework completed preferred.

　　5 - 7 years experience with Protect business including product offerings, program knowledge, ESP system structure/set-up, and financial impact of changes within system required

　　Comprehensive knowledge of Product and System development, implementation, and testing processes.

　　1-3 years experience project managing product/system development initiatives.

　　1-3 years Supervisory / Leadership experience is preferred.

　　1-3 years System Liaison knowledge and experience is preferred.

　　Expert knowledge of ESPS mainframe, E-registration Portal and Contract Assistance tool – maintenance, operation, program logic, and current business.

　　Ability to work well with all levels of the organization.

　　Logical thinker.

　　Must be able to interact effectively with all internal departments and Percepta representatives.

　　Works well independently and in a team environment.

　　Coaching, mentoring and supervisory skills.

　　Expert ability to troubleshoot and analyze technical system related programming

　　Leadership skills

　　Team building skills

　　Good judgment in conflict resolution

　　Ability to create a supportive and conducive adult learning environment

　　Ability to drive employee satisfaction

　　Must represent Percepta professionally with all clients and external organizations and contacts

　　Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace

　　Strong time management, organization, and planning skills.

　　Able to prioritize, multitask, adapt, and thrive in a fast paced, results-driven technical environment.

　　Strong customer service, interpersonal and relationship-building skills

　　Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.

　　Communicate and articulate in a professional and effective manner both orally and written

　　Ability to exercise independent judgment and decision making

　　Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team.

　　What You Can Expect

　　Salary of $42,640 per year

　　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)

　　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, breath 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 in 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.

　　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, as a condition of employment. Percepta is an Equal Opportunity Employer.

　　Primary Location: US-MI-Dearborn

　　Req ID: 03SSK