Inbound Customer Support Call Center Manager

at  KIA Motors

Mississauga, ON, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate03 Feb, 2025Not Specified05 Nov, 2024N/ASocial Media,Customer Experience,Csr,Strategic Leadership,EmailNoNo
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Description:

DESCRIPTION

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

Responsibilities:

  • 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.


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Marketing/Advertising/Sales

IT Software - Other

Sales

Graduate

Proficient

1

Mississauga, ON, Canada