Customer Care Supervisor

2 weeks ago


BasSaintLaurent, Canada VW Credit Full time
Canada-Quebec-St-Laurent


As the captive finance company of the Audi, Ducati and Volkswagen brands in Canada, VW Credit Canada, Inc., also known as Audi Finance and Volkswagen Finance, is a wholly owned subsidiary of VW Credit, Inc.


Audi Finance and Volkswagen Finance offers a wide range of leasing, retail financing and protection plans expertly tailored to meet the needs of our Customers.

Additionally, we provide commercial financing products to Audi and Volkswagen Dealers to support expanding dealership capabilities and enhancing overall operations.


Key responsibilities

  • Provide ongoing coaching, guidance and development to promote optimal performance and attainment of assigned goals by each Representative
  • Complete timely and meaningful appraisal of all staff members as demanded by performance to ensure maximum productivity and continuous improvement.
  • Plans work schedules to ensure an adequate coverage for the work volume and time periods in order to meet the targeted level of service.
  • Handle escalated calls from Representatives, using discretion to satisfy the balance of business objectives, brand loyalty and customer satisfaction.
  • Acts as a contact person for technical questions, authorizations, exceptions approval and for the resolution of complex or problematic calls.
  • Collaborate with counterparts in other locations to ensure consistency in and execution of processes
  • Participate in the performance of other duties and projects as assigned by department management

What you'll get in return:

  • A flexible, collaborative, dynamic, and fastpaced work environment with an awardwinning employer
  • Opportunities for personal and professional development
  • Opportunities to participate in exciting company events that give back to the community
  • You and your family get amazing rates on our cars
  • Competitive employer paid benefits, pension and compensation package
  • And much, much more

Qualifications
Education

  • Minimum of a college diploma (DEC) required
  • University degree desired
Experience

  • Minimum 5 years of experience in a customer contact and call management role.
  • 13 years supervisory experience in a call center environment required
  • 1 to 2 years of experience in the financial industry (asset)
Competences

  • Excellent verbal and written communication skills, in French and English
  • Good understanding of call center operations and performance indicators
  • Staff management skills
  • Analytical spirit use of logic and reasoning
  • Negotiation skills and influencing
  • Problem solving skills


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