Customer Care Supervisor

6 days ago

SaintLaurent, Canada Volkswagen Group of America - Chattanooga Operations Full time

**Customer Care Supervisor**
- VCC000224 - Fully Remote

Primary Location 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**
- Responsible for training, coaching and providing feedback. Monitors and is responsible for the performance of the team according to established standards.
- Plans work schedules to ensure an adequate coverage for the work volume and time periods in order to meet the targeted level of service.
- Acts as a contact person for technical questions, authorizations, exceptions approval and for the resolution of complex or problematic calls.

**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.
- 3-5 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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