HCLTech · 16 hours ago
Contact Center Manager
Michigan, United States
Full-time
Onsite
Director/Executive
18+ years expHCLTech is seeking a Contact Center Manager to lead the Automotive software Support hotline and Field service actions projects. The role involves managing complex software and hardware issues, ensuring effective service delivery, and implementing strategic solutions to enhance operational efficiency.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Hiring Manager
Mahalakshmi Vinodkumar
Responsibilities
Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean
Ideate, transform, re-structure existing and new programs from Service delivery lens
Ability to modernize Hotline Support as part of Technical Support Center, Field service actions and design & deployment
Unlock business value & elevate from administrative function of Hotline Support to a source of market differentiation by creating winning proposition
Responsible for defining, coordinating & executing the go-to-market strategy & programs for Technical Support Center and Field service actions
Participate, create solutions and design frameworks for extending the Hotline Support scope, globally
Work with multiple teams to create robust knowledge base and eventually time to respond to customer issues rapidly
Work with client business stakeholders, other Customer Service teams in various capacities such as
Incubating newly acquired or created automotive software variants
Create product workflow from Technical Support process perspective, participate as thought leaders on product discussions
Engage with leaders outside the scope for growth of the account
As a overall operations Lead for Automotive software Support hotline and Field service actions projects, the candidate will be responsible for managing the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems, manage the field service campaigns initiated by client for any recalls, Non – safety updates, Voluntary customer service programs
Work with other Client departments stakeholders concerned closely for diagnosis, primarily Engineering, Quality and other Client Customer Service Department
Make sure that the initial response to the dealers, acknowledging the issue is done within TAT (Turnaround time) by the team members
Make sure that quick and effective resolutions are provided to dealer’s Technician to prevent the piling up of volume by the team
Make sure that a solution to the dealers and technicians over the phone, e-mail and through the web interface is carried out by the team
To ensure all process documentations are up to date, review and approve Standard Operating Procedures (SOP’s), Account Maps, Process Manual etc
To propose strategic solutions and should spearhead Change Management & Transformation process
Should be able to take strategic decisions for the process growth
Control process attrition and should review and approve process attrition
Be able to have a clear understanding of the domain/process to achieve defined goals
Implementation of KAIZEN & Six Sigma projects
Should have business financial sense, with clear focus on Process P&L and profitability
Should have awareness for workforce planning
Should have complete understanding of Quality Principles / Six Sigma initiatives
Make sure that the documentation of root cause fixes in the relevant client systems is carried out by the team
Make sure that development of preventive recurrence process for any issues and actions are put in place
Maintain regular management and concerns review meetings, cadence as directed by the Stakeholders to the needs of the service
Support client management to direct the needs of the service to ensure a high quality, continuously improving service
Provide a fully managed service:
Training, development, and HR
Service performance monitoring, concern identification, corrective action planning and implementation
Service delivery metrics performance tracking and reporting
Lean practice ensuring maximum utilization of Hotline Support team
Follow best practices and work cross-functionally with multiple teams to complete the assigned tasks and other daily job functions
Ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requests
Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technician
Bring the entire team’s efficiency measure and service delivery excellence
Respond and act in a professional, timely manner for any escalations received
Qualification
Required
Degree preferably in Engineering or Science
18+ years of experience in managing Automotive Support, Customer service/Technical Assistance Center
Excellent people management skills (handling 200+ team size) coupled with process management methodologies
Proven Client Management Skills
Experience in handling daily/weekly/monthly/quarterly Client governance meetings
Managing P&L skills
Proven ability in managing Technical Assistance Centers with Automotive/Industrial product support and service experience
Solid understanding of Technical Assistance Center for product support, Aftermarket/ field service action related process life cycle including recall campaigns, voluntary customer service programs etc
Strong analytical and reporting skills
Passion for technology, data, and efficient after-market and product support management
A self-motivated leader who can contribute to business outcomes
Has experience in participating with process improvement projects (contributor/participant)
Excellent leadership quality with ability to manage and get the work done from the team and various cross functional client stakeholders in seamless manner including manage client leadership expectations
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2311)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
2025-12-27
Company data provided by crunchbase