FCA · 5 hours ago
Operations Manager - Customer Care
Auburn Hills, MI
Full-time
Onsite
Mid, Senior Level
5+ years expFCA is a company that handles inbound contacts from customers about their brands. They are seeking an Operations Manager for Customer Care who will oversee daily call center operations, lead and mentor team members, and drive performance improvements to enhance customer satisfaction.
Information TechnologyTelecommunications
Responsibilities
Oversee daily call center operations, ensuring adherence to KPIs, SLAs, and quality standards
Lead and mentor BPO supervisors and agents, fostering a culture of performance and continuous improvement
Analyze call center metrics, identify trends, and implement strategies to optimize productivity and customer satisfaction
Serve as the primary liaison between the BPO partner and internal stakeholders, ensuring alignment on goals and expectations
Lead Continuous Improvement meetings to drive initiatives to enhance workflows, reduce operational costs, and improve service delivery
Work with the Stellantis Management team and BPO suppliers to make sure the quality monitoring results are being leveraged by operations and included into daily control of operational standards and implementation of systemic improvements
Review the previous day’s Key Performance Indicators (KPIs) and develop or implement action plans to drive improvement
Lead the Level 1 performance reviews indicated in the SOW, including Performance Escalation Process if needed per metric adherence
Assess and approve staffing levels to ensure service level commitments are met
Conduct meetings to address open issues and evaluate challenging calls, identifying opportunities for process enhancements
Partner with site leadership to monitor contact volumes and make adjustments to resource allocation and staff productivity as needed
Participate in quality monitoring sessions, including call listening and case calibration, and lead performance improvement through targeted training and process optimization
Qualification
Required
Bachelor's degree
Self-directed
Strategic thinker
Minimum of 5+ years of call center or business-related experience
Excellent organization, written and oral communication skills
Business process optimization experience
Experience analyzing quality aspects of any process or operation
Previous supervisory experience or strong background in operations of any kind
Customer experience focused leader able to develop and implement new initiatives
Ability to work in small teams with both leadership and operational level team members
Proficient with Teams, Outlook and other Microsoft Applications, PowerPoint and Excel
Preferred
Master's degree
Experience in customer relations and or customer service
Process-focused and able to drive efficiency across supplier teams
Proficient with Salesforce Compass, Power BI Dashboards and Excel
Certification in project management and data analytics
Demonstrated ability to coach/mentor/develop team members
Previous experience working with suppliers
Experience with Salesforce/Compass
Understanding of NSAT performance and improvement
Benefits
Comprehensive Health & Well-being Coverage
Generous Paid Time Off
Competitive Retirement Savings Plans
Income Protection & Insurance Options
Company Vehicle Lease Program
Family Building Benefit
Support for Your Growth and Giving Back
Tuition reimbursement
Student loan refinancing programs
18 paid volunteer hours each year to make a difference in your community
Company
FCA
FCA is one of the largest technology integrators in the field of fiber optic systems for building optical teletransmission networks.
51-200 employees
H1B Sponsorship
FCA 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 (328)
2024 (220)
2023 (246)
2022 (346)
2021 (182)
2020 (213)
Funding
Current Stage
Growth StageRecent News
2025-08-07
2025-04-12
2025-04-07
Company data provided by crunchbase