Inbound Customer Support Call Center Manager

2 weeks ago

Mississauga, Canada KIA Motors Full time

**Description**

**Reporting to the National Manager, Customer Experience, the Call Center Manager position is based out of Kia Canada’s corporate headquarters located in Mississauga, ON.
- **Responsibilities**

***
**- Responsible for all functions, direction, and implementation for the Call Center.
- Supervising the actions of the Internal Call Centre Agents - team of 7 agents including one supervisor. The Internal Call Center deals primarily with escalated calls.
- Liaise with the external call center that handles tier 1 calls. Provide coaching as need.
- Monitor Tier 1 call volumes and KPIs.
- Assist Tier 1 call center in forecasting future call volumes and personnel requirements
- Provide expertise in client resolution.
- Monitor and develop strategies to meet department KPIs.
- Review post-call surveys and identify areas of opportunities for improving customer service.
- Provide direction and coaching while developing training programs to support customer relations representatives as well as support and train new hires as needed.
- Develop departmental and/or company policies and procedures.
- Identify, develop and implement activities that strengthen the relationship between the Customer and Kia Canada/Dealer while creating a customer experience that meets customer’s expectations.
- Ensure all KCA department activities and communications align with the overall CRM strategy in concert with senior management.
- Implement ongoing strategies and program development to continuously improve the quality, efficiency and professionalism of KCA agents.

**Skills / Knowledge / Experience / Education Required**

***
**- Bachelor’s Degree desired, Master’s Degree an asset
- 7 to 10 years’ experience within a call-center/customer service environment 3 to 5 of which in a supervisory or management role
- Strong understanding and proven experience creating a superior Customer Experience
- Strategic leadership, ability to influence others
- Ability to communicate in French language considered an asset

***

**Opens in a new tab**

Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will work with you to meet your needs.

  • Customer Care Lead

    1 day ago

    Mississauga, Canada Epiroc Customer Center Full time

    _**Customer Care Lead - Mississauga, ON**_ **RESPONSIBILITIES**: Provide technical/commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries,...

  • Call Center Representative

    2 weeks ago

    Mississauga, Canada Revitasize Full time

    _**Here at Revitasize we are more than just a juice company. We are the idea that you can live a healthier life. At Revitasize we understand that within our daily hectic schedules, it can be difficult to give our bodies the vital nutrients it requires to function at it’s finest.**_ - **Revitasize’s passion is to bring you cold-pressed, fresh, raw organic...

  • Customer Support Agent

    6 days ago

    Mississauga, Canada LifeLabs Full time

    Improve lives. Love your job. Grow your career. The Customer Support Agent serves as the initial customer contact for telephone calls to LifeLabs. The Associate screens the call to understand the nature of the inquiry and satisfactorily resolve the request. This involves interacting with the appropriate applications and resources to source information...

  • Call Center Agent

    1 day ago

    Mississauga, Canada Ollerhead & Associates Ltd Full time

    Responsibilities: - Interact with all customers in a friendly and courteous manner - Perform a variety of tasks associated with customer and client services - Must be able and willing to receive a high amount of inbound calls - Thorough documentation of all contacts within the customer management system **Requirements**: - High school diploma or...

  • Temporary Customer Service/call Center

    2 weeks ago

    Mississauga, Canada Pinball Clemons Foundation Full time

    ABOUT US: The Pinball Clemons Foundation works with Community Partners to identify the most marginalized youth in our communities and provide mentorship and exclusive opportunities as they pursue their post-secondary education, We recognize that supporting youth at an early age is important for their development, and youth are less likely to need...

  • Contact Center Support

    7 days ago

    Mississauga, Canada Atlantis IT group Full time

    **Job Title - Contact Center Support** **Location - Scarborough /Mississauga** **Duration - Long Term** **Skills**:Experience in supporting contact centre technologies for on-premise and/or cloud or hybrid Hands on genesys inbound, routing, reporting, outbound, TServer, URS Working experience with Genesys CTI/Routing and/or Agent Desktop, NICE IEX WFM,...

  • Bilingual Auto Claims Customer Support Specialist

    1 week ago

    Mississauga, Canada Intact Full time

    A leading insurance company in Peel Region, Mississauga, is seeking a Bilingual Customer Service Representative for their Claims Department. In this role, you will provide valuable customer support in a dynamic call-center environment. Responsibilities include managing inbound claims calls, documenting customer interactions, and fostering strong...

  • Inbound Customer Service Representative

    2 weeks ago

    Mississauga, Canada GREENLIGHT TRAFFIC AND DISTRIBUTION INC. Full time

    INBOUND CUSTOMER SERVICE(full time only ) Monday to Friday (9:00 am - 5 :00 pm) **Job description** Taking incoming service calls - Strong focus on professional customer service - Problem solving of day to day activities - Service Job management/entry - Customer relationship management and ongoing work order management - Administrative responsibilities -...

  • Temporary Call Center Universal Agent

    5 days ago

    Mississauga, Canada Carter's Full time

    Temporary Call Center Universal Agent **Serving the needs of all families with young children,**Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by...

  • Part Time Call Center Representative Support

    2 weeks ago

    Mississauga, Canada Cloré Beauty Supply Full time

    We are seeking a number of customer service operators to join their expanding team. You will be answering home loan inquiries, resolving escalations and providing superior customer service. The Call Centre is open 7 days a week with operating hours from 8am to 8pm Monday to Friday (on a rotating roster) and Saturday or a Sunday 9am - 5pm(You will only need...