Inbound Customer Support Call Center Manager

at  Kia Canada Inc

POSITION OVERVIEW:

Reporting to the National Manager, Customer Experience, the Call Center Manager position is based out of Kia Canada’s corporate headquarters located in Mississauga, ON.

SKILLS / KNOWLEDGE / EXPERIENCE / EDUCATION REQUIRED:

• Bachelor’s Degree desired, Master’s Degree an asset
• 7 to 10 years’ experience within a call-center/customer service environment 3 to 5 of which in a supervisory or management role
• Strong experience training and development of CSR’s with a focus on social media, email, voice-call techniques.
• Strong understanding and proven experience creating a superior Customer Experience
• Strategic leadership, ability to influence others
• Ability to communicate in French language considered an asset
  Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will work with you to meet your needs. We thank all candidates for their interest; however, only those selected for an interview will be contacted. No agencies or phone calls please.

• Responsible for all functions, direction, and implementation for the Call Center.
• Supervising the actions of the Internal Call Centre Agents – team of 7 agents including one supervisor. The Internal Call Center deals primarily with escalated calls.
• Liaise with the external call center that handles tier 1 calls. Provide coaching as need.
• Monitor Tier 1 call volumes and KPIs.
• Assist Tier 1 call center in forecasting future call volumes and personnel requirements
• Provide expertise in client resolution.
• Monitor and develop strategies to meet department KPIs.
• Review post-call surveys and identify areas of opportunities for improving customer service.
• Provide direction and coaching while developing training programs to support customer relations representatives as well as support and train new hires as needed.
• Develop departmental and/or company policies and procedures.
• Identify, develop and implement activities that strengthen the relationship between the Customer and Kia Canada/Dealer while creating a customer experience that meets customer’s expectations.
• Ensure all KCA department activities and communications align with the overall CRM strategy in concert with senior management.
• Implement ongoing strategies and program development to continuously improve the quality, efficiency and professionalism of KCA agents.