Manager, Contact Center Strategy

Hyundai Capital•Irvine, CA

3d•Hybrid

About The Position

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.

Requirements

Minimum 5-7 years of experience with customer service strategic initiatives.
0-2 years of supervisory experience or leading teams
Bachelor’s 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.

Nice To Haves

Experience in a captive finance company preferred.

Responsibilities

Develop long-term strategy roadmap for the Customer Service and LEST (CS/LEST) contact center operation efficiency and service quality improvement.
Guide internal and external cross-functional teams to implement the short and long-term CS/LEST contact center initiatives.
Build business cases for CS/LEST contact center strategic initiatives for committee approvals and collaborate with internal stakeholders to gain alignment.
Build relationships with OEM contact centers counterpart and develop partnerships to ensure successful execution of CS/LEST initiatives.
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.