Manager, Hyundai Call Center

At Hyundai, we've rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It's time you rethink what you expect from an employer.
At Hyundai, we understand you're not just building a career - you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
Location
NHQ
Purpose
~ Provide leadership to outsourced Hyundai Customer Care Center (HCCC) management and to a team of associates and deliver world-class customer service to our customers.
~ Manage Customer Care product familiarity program to ensure agents have the necessary product familiarity to support customers effectively and efficiently.
~ Monitor, manage, and present customer care launch support efforts to cross functional teams and executives.
~ Must be able to thrive in a fast-paced, evolving, high volume and structured environment while driving functional results and cultivating a positive continuous improvement culture.
Major Responsibilities
~ Provide day to day leadership and support to the Hyundai Customer Care Center.
~ Create and maintain service standards for daily operations, customer service, and customer retention.
~ Lead vendor to review and resolve dealer/customer concerns and to implement improvement opportunities.
~ Drive assimilation of technical information and product familiarity, proactively identify when new or additional product information must be communicated to HCCC; identify sources and tools for the information, act as the conduit to ensure HCCC gains the necessary information and expertise.
~ Collect and document product launch readiness materials; create "Launch Gate" decks and present to cross-functional and executive teams; ensure all launch items required from Customer Care are received on time for launch support efforts, collaborate to create team and agent training materials; provide training to team as necessary, including internal and partner management and staff.
~ Improve the customer experience by enhancing and streamlining processes between Hyundai and Call Center vendor.
~ Analyze, establish, implement, and monitor operational goals using statistical data to determine workload, productivity, and effectiveness of vendor's performance in accordance with their contract.
~Conduct regular vendor meetings, staff meetings, monthly and quarterly business reviews to ensure vendor and team adherence to compliance rules and contract.
~ Monitor vendor decisions regarding employment, performance appraisals, training, disciplinary actions, and salary recommendations.
Major Responsibilities (continued)
~ Cultivate a culture of continuous improvement and learning by providing feedback to associates on performance measures and providing input on career path and skills enhancement opportunities.
~ Assist team by interpreting, researching, and resolving the most complex call inquiries and escalations with limited support.
~ Assist with providing back-up support in executive escalations.
~ Partner with senior management to establish goals and develop strategy.
~ Monitor and manage program expenses to remain within approved budget/policy, including receiving and verifying vendor invoice accuracy.
~ Define, manage, and influence requirements with IT and vendor resources to ensure program requirements are implemented effectively and efficiently.
~ Provide input on RFP, SOW, and vendor choice, as well as manage existing agreements.
~ Participate in projects and product launches as the voice of the customer.
Authority
~ Manage IT and vendor resources through direct authority or influence.
~ Supervise assigned direct reports, if any.
~ Approve Goodwill as appropriate.
~ Approve time sheets of temporary staff as needed.
~ Create, submit, and track POs, invoices, etc.
Education
~ Must be a high school graduate
~ Bachelor's degree preferred
~ Master's degree a plus
Related Experience
~ Six to seven years of experience in a business management/Call Center related environment, preferably within the automotive industry
~ 4-6 years of experience budget/finance management
~ Supervisory and field experience desired
Skills/Knowledge
~ Skilled at working in a cross-functional environment, with strong capabilities in managing and influencing others to achieve objectives.
~ Strong understanding of budgeting and department finance
~ Attention to detail
~ SAP, Siebel, and other finance/CRM tool experience preferred.
~ Excellent organizational and follow-up skills
~ Analytical and detail oriented
~ Excellent oral and written communication / presentation skills
~ Creative problem solver with a passion for continuous improvement
~ Self-motivated, high initiative, proactive, and works well independently.
~ Ability to work under pressure of deadlines and handle multiple priorities.
~ Excellent time management, organization, and follow-up skills
~ Willingness to learn new programs and share learning with others
Certification
~ N/A
Physical Requirements
Normal office duties
Able to travel domestically
Work Model
#LI-Hybrid (60% Onsite/40% Remote)
Affiliate
#Hyundai
Compensation
$85,400.00 - $122,000.00 Annual
Benefits
Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.