Onboarding and Developing Manager
2 weeks ago
**Steele Auto Group has an immediate requirement for a Onboarding and Developing Manager for our Nova Scotia, New Brunswick, PEI, and Newfoundland locations**
As an employee of Steele Auto Group, we always put you first. You can expect competitive compensation packages with flexible health and dental plans to match your needs. Our Employee and Family Assistance program offers a portfolio of healthcare services to keep you and your family healthy. As Atlantic Canadas Largest Automotive Dealer Group, we offer an industry leading retirement savings plan with employer match, and opportunities for growth and advancement to support our employees' futures.
We are working hard to evolve and lead with a new customer experience in the automotive industry. Our adoption of personalized, innovative service videos has been instrumental in creating a more transparent and helpful service experience - one where the customer has all the information and is in control. The role of the Client Care Center Associate is to advise the customer of their upcoming service requirement and to schedule an appointment. This is not a sales position - nor are commissions involved. This is all about customer care. If you love serving customers, this is the perfect role for you. **This is a hybrid position based in Halifax, NS.**
**Responsibilities include but are not limited to**:
- Continually reviewing KPI benchmarks for the CCC Agents and ensuing these benchmarks are met via regular coaching sessions.
- Ensure attendance records, performance reports, disciplinary actions, performance evaluations and other required administrative procedures are completed
- Monitoring calls to improve quality, minimize errors, and track performance
- Reviewing the performance of staff, identifying training needs, and planning training sessions
- Supervise, manage and motivate the Client Care Center team on a daily basis
- Support Diversity and Inclusion best practices
- Build solid relationships with all stakeholders to establish trust and credibility in the delivery of a value-added service
- Creation and implementation of Call Center strategies, systems, and processes in coordination with the Call Center Manager
- Ensuring the overall expectations of the Call Center needs are met in conjunction with Internal Stakeholders
**_ _**Requirements**:
- 3-5 years experience in a customer service role
- 3-5 years experience in people leadership and coaching
- Ability to travel (approximately 20% travel component)
- Excellent communication skills, both written and verbal
- Proficient in Microsoft Office Suite
- Clean Drivers Abstract
- Deep knowledge of quality assurance, methods, and tools
- Identify relevant quality assurance training needs and opportunities
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Excellent time and project management skills.
- Attention to detail in all areas of work.
- Strong problem identification and problem resolution skills.
- Ability to interpret and implement company policies and procedures
- Able to work in a fast-paced, result focused environment
- Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exits.
**Why Steele Auto?**
- Competitive compensation package with flexible health and dental plans
- Virtual healthcare and mental health/wellness support programs
- Employee and Family Assistance Program
- Industry-leading company matches RRSP program
- Competitive wages
- Opportunities for career growth and advancement
- A safe, inclusive, and dynamic work environment
Steele Auto Group is committed to providing the Best Customer Buying Experience and solidifying ourselves as the “Trusted Destination of Choice for Everything Auto” for employees and customers alike.
Steele Auto Group is an Equal Opportunity Employer, and we commit to a fair, inclusive opportunity to apply. Diversity fuels our desire to be your trusted destination for everything auto. Our commitment to inclusion drives us forward every day.
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