FSR+ Advanced Support Specialist

TTEC•Dearborn, MI

5d•$22•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support. As a FSR+ Advanced Support Specialist 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. The FSR+ Advanced Support Specialist provides dedicated administrative and analytical support to the FSR+ program, working closely with the Ford client and the Percepta Operations Manager to execute daily operational tasks. While the role requires a high level of proficiency in reporting — including the ability to build complex Excel reports, analyze findings, and track performance metrics — its primary focus is on administrative coordination and program support. The specialist acts as a key resource for data-driven decision-making and process improvements. Additionally, the role serves as a secondary resource for triaging issues during bridge calls on an as-needed basis.

Requirements

High School diploma required.
Experience with reporting/analytics required. (2+ years)
Familiarity with call center processes and technology is required (1+ years)
Ability to review internal telephony system reporting and understand core call center KPIs (handle time, wrap time, etc.)
Previous experience in a call center environment required. (1+ years)
Strong analytical ability required.
Must be able to draw conclusions from raw data and summarize results quickly and efficiently
Microsoft Excel skills - ability to quickly gather and organize data off of Excel Sharepoint files and navigate formulas + pivot tables with ease
Experience with MS office.
Excellent written and verbal communication skills, specifically an ability to communicate effectively across all management levels
Ability to create one pagers/shareouts on trends, data, help needed, etc.
Good problem-solving skills - able to creatively resolve complex situations.
A self-directed work style.
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.
Call center environment
Knowledge of company systems and applications to support Percepta management.
Provide excellent customer service for internal and external customers on questions and issues.
Provide follow-up reporting for a variety of program initiatives.
Position requires onsite presence 3 days/week and a professional at-home environment for days the work is done remotely.
This position requires a high level of professional integrity. Client and employee information must be kept confidential.

Nice To Haves

BA/BS degree in Technology, Business, Economics, or Statistics, or equivalent work-related experience preferred.

Responsibilities

Execute administrative priorities as directed by the Ford client and the Percepta Operations Manager to ensure the smooth day-to-day functioning of the FSR+ program.
Manage and prioritize ad hoc tasks and special projects from the Operations team, acting as a flexible resource for program needs.
Collaborate with Operations leadership to identify operational inefficiencies and recommend process improvements to streamline call center workflows.
Participate in bridge calls to assist in triaging and resolving urgent program issues as needed (this is a secondary requirement).
Represent Percepta and the FSR+ program in a professional manner during client meetings and internal stakeholder discussions.
Develop, design, and maintain user-friendly reports and dashboards that translate complex contact center data into actionable insights for Ford and Percepta leadership.
Utilize Excel skills to build and enhance performance tracking tools, ensuring all formulas and data structures are efficient and scalable.
Analyze and interpret data trends to identify performance gaps, providing specific recommendations to management to help meet program KPIs.
Ensure the total integrity and accuracy of all reports and data exports prior to delivery to the client.
Provide tracking for special initiatives, such as pilot programs or control group processes, to measure the impact of program changes.
Maintain a deep understanding of the FSR+ platform and business objectives to ensure reporting and administrative tasks remain aligned with program goals.
Review existing reporting structures regularly, recommending enhancements or the retirement of obsolete metrics to improve efficiency.
Coordinate with internal Percepta reporting teams and outside vendors to ensure data consistency across all platforms.
Ensure the prompt delivery of all recurring and one-time deliverables according to established schedules.
Adapt to program launch needs and shifting priorities as the FSR+ program evolves.
Work on activities and/or projects as requested by Ford client and Percepta Operations Manager.
Represent Percepta in a professional manner, both internally as well as with outside organizations.
Provide support and troubleshooting pertaining to dashboards and reporting