Hyundai Capital Canada ยท 1 hour ago
Manager, Contact Center Strategy
United States-California-Irvine
Full-time
Onsite
Mid, Senior Level
$103K/yr - $160K/yr
5+ years expHyundai Capital America is a financial services provider offering products tailored for Hyundai, Genesis, and Kia customers. The Manager, Contact Center Strategy will develop long-term strategies for customer service operations, ensuring customer satisfaction and overseeing contact center initiatives across various sites.
AutomotiveFinanceFinancial Services
Responsibilities
Develop long-term strategy roadmap for the Customer Service and LEST (CS/LEST) contact center operation efficiency and service quality improvement
Guide internal and external cross-functional teams to implement the short and long-term CS/LEST contact center initiatives
Build business cases for CS/LEST contact center strategic initiatives for committee approvals and collaborate with internal stakeholders to gain alignment
Build relationships with OEM contact centers counterpart and develop partnerships to ensure successful execution of CS/LEST initiatives
Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals
Qualification
Required
Minimum 5-7 years of experience with customer service strategic initiatives
0-2 years of supervisory experience or leading teams
Bachelor's degree or equivalent work experience required
Working knowledge of customer experience, customer service channels, performance management
Ability to lead others, manage, coach and develop direct reports
Proficient in data analysis tools (SQL, Excel, Tableau) and qualitative feedback (DSAT, Complaints, Speech Analytics) to identify points of improvement
Ability to close business gaps with research, data, and action item planning/execution
Written and verbal communication skills including developing presentation material and presenting to leadership
Problem solving and critical thinking skills
Proven ability to organize and find specific documentation upon request
Preferred
Experience in a captive finance company preferred
Benefits
Medical, Dental and Vision plans that include no-cost and low-cost plan options
Immediate 401(k) matching and vesting
Vehicle purchase and lease discounts plus monthly vehicle allowances
Paid Volunteer Time Off with company donation to a charity of your choice
Tuition reimbursement
Company
Hyundai Capital Canada
Hyundai Capital Canada provides auto finance and private finance services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase