Operations Manager - Customer Care

Customer Care - Operations Manager:

 

MOPAR Customer Care handles ~2M inbound contacts from Stellantis customers about our brands. Our customers call or chat with pre-sale questions and post-sale inquiries about recalls, scheduling dealer appointments, vehicle concerns and warranty coverage. The Level 1 Operations Manager will partner with external vendors to provide operational oversight and ensure the successful execution of key performance indicators (KPIs), including Net Satisfaction (NSAT), Service Level, First Call Resolution, and Average Handle Time. This role will lead Continuous Improvement meetings, document actionable steps, and hold stakeholders accountable for driving initiatives that enhance performance and customer experience. Benchmarking of the best-in-class inbound call center performance attributes and full adoption and implementation of future technologies and innovations per our customer care Want to Be plan is an important responsibility of this role. 

 

Key Responsibilities:

• Operational Leadership: Oversee daily call center operations, ensuring adherence to KPIs, SLAs, and quality standards. 
• Team Management: Lead and mentor BPO supervisors and agents, fostering a culture of performance and continuous improvement. 
• Performance Monitoring: Analyze call center metrics, identify trends, and implement strategies to optimize productivity and customer satisfaction. The focus is on 80%/20% service level and direction to the team to adjust and maintain this metric to target consistently is a key to the success of level 1.  
• Client Relationship Management: Serve as the primary liaison between the BPO part/20%ner and internal stakeholders, ensuring alignment on goals and expectations. 
• Process Improvement:  Lead Continuous Improvement meetings to drive initiatives to enhance workflows, reduce operational costs, and improve service delivery. 
• Quality Assurance: 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.  

 

A Typical Day as an Operations Manager May Include: 

• Analyzing Performance: Review the previous day’s Key Performance Indicators (KPIs) and develop or implement action plans to drive improvement. 
• Governance Meeting Facilitation: Lead the Level 1 performance revie<