Customer Care - Operations Manager:
MOPAR Customer Care handles~2Minbound contacts from Stellantis customers about our brands. Our customers call or chat with pre-sale questions and post-sale inquiries about recalls, scheduling dealer appointments, vehicle concerns and warranty coverage.The Level 1 Operations Manager will partner with external vendors to provide operational oversight and ensure the successful execution of key performance indicators (KPIs), including Net Satisfaction (NSAT), Service Level, First Call Resolution, and Average Handle Time. This role will lead Continuous Improvement meetings, document actionable steps, and hold stakeholders accountable for driving initiatives that enhance performance and customer experience. Benchmarking of the best-in-class inbound call center performance attributes and full adoption and implementation of future technologies and innovations per our customer care Want to Be plan is an important responsibility of this role.
Key Responsibilities:
Operational Leadership: Oversee daily call center operations, ensuring adherence to KPIs, SLAs, and quality standards.
Team Management: Lead and mentor BPO supervisors and agents, fostering a culture of performance and continuous improvement.
Performance Monitoring: Analyze call center metrics, identify trends, and implement strategies to optimize productivity and customer satisfaction. The focus is on80%/20%service level and direction to the team to adjust and maintainthis metric to target consistently is a key to the success of level 1.
Client Relationship Management: Serve as the primary liaison between the BPO part/20%ner and internal stakeholders, ensuring alignment on goals and expectations.
Process Improvement: Lead Continuous Improvement meetings to drive initiatives toenhance workflows, reduce operational costs, and improve service delivery.
Quality Assurance: Work with the Stellantis Management team and BPO suppliers to make sure thequality monitoring results are being leveraged by operations and included into daily control of operational standards and implementation of systemic improvements.
A Typical Day as an Operations Manager May Include:
Analyzing Performance: Review the previous day's Key Performance Indicators (KPIs) and develop or implement action plans to drive improvement.
Governance MeetingFacilitation: Lead the Level 1 performance reviews indicated in the SOW, including Performance Escalation Process if needed per metric adherence.
Managing Staffing: Assess and approve staffing levels to ensure service level commitments are met.
Collaborating with Team Leaders: Conduct meetings to address open issues and evaluate challenging calls, identifying opportunities for process enhancements.
Resource Planning: Partner with site leadership to monitor contact volumes and make adjustments to resource allocation and staff productivity as needed.
Driving Quality:Participate in quality monitoring sessions, including call listening and case calibration, and lead performance improvement through targeted training and process optimization.
This Role Might Be a Great Fit If You:
Enjoy Problem-Solving: You thrive on identifying process or performance gaps and developing creative solutions. You stay calm under pressure and persist until you find the right answer.
Love Helping People: You take pride in guiding advisors, specialists, and team leads toward those "lightbulb" moments. You remain cool-headed and supportive, even in challenging situations.
Adapt Quickly: You embrace change and learn fast. When priorities shift, you know how to pivot and keep moving forward.
Communicate Clearly: You excel at explaining complex ideas in simple terms, whether in writing or over the phone. Strong written and verbal communication skills are second nature to you.
Take Initiative:You're a motivated self-starter who looks for new ways to deliver an exceptional customer experience. You take ownership of issues and performance outcomes, making a real impact.
Basic Qualifications:
Bachelor's degree
Self-directed
Strategic thinker
Minimum of 5+ years of call center orbusiness-related experience
Excellent organization, written and oral communication skills
Business process optimization experience
Experience analyzing quality aspects of any process or operation
Previous supervisory experience or strong background in operations of any kind
Customer experience focused leader able to develop and implement new initiatives
Ability to work in small teams with both leadership and operational level team members
Proficient with Teams, Outlook and other Microsoft Applications, PowerPoint and Excel
Preferred Qualifications:
Master's degree
Experience in customer relations and or customer service
Process-focused and able to drive efficiency across supplier teams
Proficient with Salesforce Compass, Power BI Dashboards and Excel
Certification in project management and data analytics
Demonstrated ability to coach/mentor/develop team members
Previous experience working with suppliers
Experience with Salesforce/Compass
Understanding of NSAT performance and improvement
Salaried Employee Benefits (US, Non-Represented)
Health & Wellbeing
Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability.
Compensation, Savings, and Retirement
Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing.
Time Away from Work
Paid time includes company holidays, vacation, and Float/Wellbeing Days.
Family Benefits
12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances.
Professional Growth
Annual training, tuition reimbursement and... For full info follow application link.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
