Team Lead, Customer Care Brazil

Customer Care Team Leader for Volvo Cars  

 

Want to join our exciting journey?   

 

Volvo Cars is on a mission to provide freedom to move in a personal, sustainable and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership – creating attractive mobility solutions for tomorrow.   

 

Who we are   

 
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.   

 

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in!   

 

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey! 

 

 

What you will do: 

As a Customer Care Team Leader in the Americas Hub supporting Customer Care specialists that you will coach, support and lead your team of skilled agents towards objectives and KPI’s, in order to develop the everyday business. You will have full personnel responsibility and monitor workflows within your team. You will also work with continuous improvements, understand customers’ needs and do follow up on the service goals.  
  
You will collaborate between different stakeholders, process owners and project leaders and lead communication trainings. Reporting directly to operations manager.  

Scheduling the workforce of each team member and follow up on performances will also be among your key daily tasks together with recruitment and on-boarding of new agents if needed.    

 

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you. 

 

Key responsibilities:  

 

To fit in this role, we like you to have customer service operations experience and knowledge in Salesforce and Five9 or telephony and CRM systems.  A plus is if you have experience in leading successful teams and are accustomed to work towards big visions and high goals. Proficient in communication is a must to communicate with your stakeholders, team and our customers.   

• Develop, implement, assess and improve day-to-day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures 

• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics 

• Much of your day will consist of coaching and educating agents  to improve the customer experience 

• Create an environment focusing on fun, enthusiasm and accountability 

• Take initiative and show leadership by creating performance improvement plans 

 

 

This job requires to be fluent in English and Brazilian Portuguese 

 

 

Diversify our future: 

Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference.   

 

How to learn more and apply:  

 

For questions about the position please contact <Name of Recruiting Manager> at: <insert email address> For questions regarding the recruitment process please contact responsible recruiter: <insert name> at <insert email address>  Please register your application at the latest <insert date of last accepted application min. 2 weeks>, we look forward to