Supervisor, CR

Hyundai Motor Company•Markham, ON

4d•CA$81,900 - CA$105,000•Onsite

About The Position

The Customer Relations Supervisor provides leadership, training, and guidance to a team of Customer Relations Coordinators. This position will be primarily focused on our Tier-2 call center operations, with a supporting role for Tier-1 call center and vendor management. The Supervisor is responsible for driving consistencies and efficiencies, while improving service level standards through continuous training, coaching, process improvement, streamlined communications, staff oversight, and accountability. The Supervisor will monitor SLA’s and queue volumes, as well as quality assurance and escalations.

Requirements

Completion of an undergraduate degree or an equivalent combination of experience and education.
5-7 years of relevant experience in same or similar function
Bilingual proficiency in English and French would be considered a valuable asset.
Excellent oral and written communication skills in both English and French.
Good MS Office skills.
Excellent supervisory/coaching skills.
Good conflict resolution skills.
Outstanding interpersonal, critical thinking, problem-solving, and conflict resolution skills.
Outstanding attention to detail and quality.
Analytical, and decision-making skills.
Proven track record of driving positive KPI and SLA metrics in a customer support capacity.

Nice To Haves

May require on-site visits to T1 vendor (currently in Winnipeg)

Responsibilities

Provide leadership, direction, and daily oversight for Tier‑2 Contact Centre operations.
Foster an engaged, positive team environment by celebrating wins, encouraging collaboration, and keeping the team focused on shared goals.
Oversee Tier‑1 operations and provide support as needed.
Serve as a Tier‑2 Subject Matter Expert (SME), guiding the team through complex inquiries and procedures.
Manage team scheduling, coverage, adherence to breaks/lunches, and daily task/ticket prioritization.
Ensure department SLA targets are consistently prioritized and met.
Manage escalated customer complaints and partner with team members to ensure timely and satisfactory resolution.
Coordinate with cross‑functional departments to investigate and resolve issues affecting Contact Centre operations.
Monitor all inbound communication channels daily, including phone, email, and social media.
Lead structured escalation processes by identifying root causes, coordinating cross‑functional responses, and ensuring timely resolution of complex or systemic issues.
Conduct monthly QA monitoring, call spot‑checks, and coaching sessions.
Support Tier‑2 agents in achieving S.M.A.R.T. goals set by Senior Leadership.
Lead the quarterly and annual performance review process.
Oversee the development and delivery of training programs and curriculum.
Onboard new Contact Centre staff and ensure they receive comprehensive training.
Track KPIs and team performance, identifying trends and opportunities for improvement.
Analyze ticket drivers and collaborate with senior leadership to reduce top recurring issues.
Assist in implementing new customer experience systems and platforms.
Act as the department SME for CONNEX.
Lead and support continuous process improvement initiatives by assessing workflows, identifying efficiency gaps, and collaborating with cross‑functional partners.
Participate in departmental and enterprise projects, ensuring timely execution, clear documentation, and alignment with Customer Relations objectives.
Stay up to date on new products, services, and technology changes.
Oversee digital customer care channels including Social Media, BBB, FRP, PPP, and Chatbot, ensuring timely responses and effective resolution.
Monitor online reputation platforms and coordinate escalations for high‑risk or sensitive cases.
Manage the day‑to‑day relationship with the vendor, monitoring performance against KPIs and service standards.
Address vendor‑related operational issues, guide escalated cases, and ensure alignment with Hyundai’s expectations.
Oversee case assignment workflows to ensure balanced distribution, timely handling, and adherence to established processes.
Develop and maintain custom reporting dashboards (e.g., Tableau) to track productivity, operational trends, and team performance.
Conduct data analysis to identify insights, patterns, and recommendations for senior leadership.