Manager, Hyundai Customer Care 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