Apply on Employer Site

Hyundai Capital Canada · 1 hour ago

Manager, Contact Center Strategy

Headquarters 13161 Michelson Dr. Ste 1900

Full-time

Onsite

Mid, Senior Level

$103K/yr - $160K/yr

5+ years exp

Hyundai 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

Customer service strategyData analysis toolsCRM/KMS knowledgeSupervisory experiencePerformance managementProblem solvingCritical thinkingWritten communicationVerbal communication

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