FSR+ Advanced Support Specialist

Ford Pro Vehicle Sales Support in Dearborn, MI

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.

Administrative & Operational Support

• 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.

Reporting & Data Management

• 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.

Program Maintenance

• 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.

Miscellaneous

• 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.

• High School diploma required.
• BA/BS degree in Technology, Business, Economics, or Statistics, or equivalent work‑related experience preferred.
• Experience with reporting/analytics required (2+ years).
• Familiarity with call center processes and technology 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…