Inbound Customer Support Call Center Manager
at KIA Motors
Mississauga, ON, Canada -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 03 Feb, 2025 | Not Specified | 05 Nov, 2024 | N/A | Social Media,Customer Experience,Csr,Strategic Leadership,Email | No | No |
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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