Manager, Contact Center Strategy

Irvine, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

What You Will Bring

Minimum 5-7 years of experience with customer service strategic initiatives.

0-2 years of supervisory experience or leading teams

Experience in a captive finance company preferred.

Bachelors degree or equivalent work experience required.

Working knowledge of customer experience customer service channels performance management.

Ability to lead others manage coach and develop direct reports.

Proficient in data analysis tools (SQL Excel Tableau) and qualitative feedback (DSAT Complaints Speech Analytics) to identify points of improvement.

Ability to close business gaps with research data and action item planning/execution.

Written and verbal communication skills including developing presentation material and presenting to leadership.

Problem solving and critical thinking skills.

Proven ability to organize and find specific documentation upon request.

Work Environment

Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an at home and office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .

Who We Are

Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay as an employee of HCA you are eligible for the following benefits:

Medical Dental and Vision plans that include no-cost and low-cost plan options

Immediate 401(k) matching and vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances

Paid Volunteer Time Off with company donation to a charity of your choice

Tuition reimbursement

What to Expect

The Manager Contact Center Strategy will play a key role in developing the long-term strategies such as customer segmentation call routing call center infrastructure build-up (CRM/KMS) agent retention for Customer Service and Lease End contact center operations. This role is responsible for executing contact center strategy initiatives across all content centers both domestic and international sites to ensure customer satisfaction across all customer touchpoints with the Integrated Voice Recognition (IVR) System Agent Screen CRM Knowledge Management and AI Technology Integration. This role will directly oversee the IVR planning team to ensure IVR enhancements meet internal ROI and customer satisfaction and compliance regulations.

What You Will Do

1. Develop long-term strategy roadmap for the Customer Service and LEST (CS/LEST) contact center operation efficiency and service quality improvement.

2. Guide internal and external cross-functional teams to implement the short and long-term CS/LEST contact center initiatives.

3. Build business cases for CS/LEST contact center strategic initiatives for committee approvals and collaborate with internal stakeholders to gain alignment.

4. Build relationships with OEM contact centers counterpart and develop partnerships to ensure successful execution of CS/LEST initiatives.

5. Lead mentor and develop team members by providing direction performance feedback and support to ensure effective collaboration professional growth and achievement of organizational and personal goals.

Required Experience:

Manager

What You Will Bring Minimum 5-7 years of experience with customer service strategic initiatives. 0-2 years of supervisory experience or leading teams Experience in a captive finance company preferred. Bachelors degree or equivalent work experience required. Working knowledge of customer experience c...