Supervisor, Customer Mediation

5 months ago

Markham, Canada Honda Canada Full time

**Job Description**:
***Please note this is a remote role**

The Supervisor Customer Mediation is responsible for supporting the Customer Mediation team through case management - the Customer Mediations team is responsible for all cases not resolved through first call resolution. The position is required to identify, monitor, and minimize company risk by overseeing everyday business processes, ensuring associates comply with department/corporate policy, making recommendations, and preparing business action plans and targets based on KPI's and customer experience and satisfaction. The incumbent will act as a department representative, responding to various customer relations inquiries and escalation cases ensuring all issues are appropriately resolved and continually evolving customer experience for the better.

**RESPONSIBILITIES**
- Support of Litigation Specialist to ensure proper preparation for various case types (frontline escalations, letters of intent, subrogation, etc.) and hearings (CAMVAP, Small Claims Court, etc.);
- Train, develop, coach and support Mediation Team Leads, Senior Customer Mediation Specialists & Customer Mediation Specialists in ensuring proper positions are being presented to customers, dealers, and field staff;
- Ensure cases requiring a review, including escalations, are responded to within the promised response time (turnaround KPI);
- Preparation and delivery of associate performance appraisals;
- Enthusiastically and authentically foster a culture of "one voice" through positivity, engagement and active involvement;
- In depth and thorough knowledge of people and call centre management best practices as they relate to:

- People development, career pathing and goal/objective setting;
- Associate development: ensure team has resources needed to succeed in daily tasks as well as future development within the organization
- Managing presence within Workforce Management (aka adherence, absenteeism and tardiness);
- Ensuring proper case documentation within Salesforce platform;
- Delivering on Call Centre KPIs consistently and ethically - Average Handle Time, Schedule compliance, agent yield, Service Levels, Average Speed of Answer, attrition, log in %, occupancy, etc.;
- Customer Experience and Satisfaction KPI achievement.
- Direct influence of controllable items within Financial Plan specific to the Customer Relations cost centre;
- Identify process improvements, product troubleshooting and subsequent call reduction recommendations;
- Represent Customer Relations in all qualitative customer intelligence activities in support of continually evolving the customer experience for the better;
- Respond to escalated calls from customers / insurance companies / lawyers / dealers / zone and provide appropriate resolution while maintaining the company's best interest in mind;
- Ensure all escalations resulting from employee error, process gaps and/or default of stakeholders are resolved and root causes identified and remedied. Act as primary contact for 3rd level customer escalations that require management ownership and resolution;
- Act as departmental representative as required (i.e. attend bi-weekly Campaign Coordination meeting);
- Develop and maintain CR department process/policy library/resource centre with operational teams
- Conduct interviews and make hiring recommendations for new Customer Mediation Associates;
- Improve organizational performance by continually reviewing processes and procedures for opportunities to enhance;
- Participate in cross functional special projects / assignments as needed;
- Participate in and support the major projects that impact the Customer Mediation team;
- Participate in zone meetings, special projects/assignments
- Comply with CH internal controls within your day to day job function. Adherence of the following would include but not be limited to:

- Code of Business Ethics/Conduct
- Business and operational policies and procedures
- Responsible for all department internal controls.
- Responsible to ensure compliance to policies and standard operating procedures.
- Responsible for ensuring performance reviews and performance management is completed for all staff within the supervisor's oversight of control.
- Lead by example reflecting Honda North America values of integrity, responsibility and open and respectful communication.
- Lead based on progressive management practices including development and communication of shared vision and upholds corporate values.

**QUALIFICATIONS**
- Minimum College Diploma or University Degree preferred;
- 3-5 years of people management experience in a multi team Contact Centre and / or Case Management environment;
- Strong team player with demonstrated leadership and coaching skills and the proven ability to develop others;
- Customer Service and satisfaction orientation tempered with strong business acumen;
- Ability to evaluate and make informed decisions based on experience and expected outcomes;
- Inno

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