Job descriptionWith a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.
We are currently looking for a Manager, Contact Centres & Consumer Support to join our team in Mississauga, Ontario.
This role will be responsible for delivering exceptional interactions and experiences for our Nissan and INFINTI customers, by driving and executing our Customer Promise strategy. Primary responsibilities will include managing the performance of vendors supporting the Customer Care Centre and Roadside Assistance for Nissan Canada Inc. (Nissan & INFINITI brands), while working cross-functionally with internal partners at NCI, to represent the needs of each business unit to the vendor. Responsible for new process implementation, training, critical issue resolution, business reviews and day-to-day vendor relationship management. Role expectations are to contribute to the long-term operational strategy and support model, vendor selection and continuous improvements of business processes.
Job functions Include but are not limited to:
Manage the strategy and program execution for NCI Contact Centres; working with various vendors, including auxiliary vendors, supporting operations such as QA Goodwill, Field Support, Salesforce (CRM), Social media, Digital Marketing, etc.
Foster and develop strategic relationships with vendor & internal (CAN & US) partners, in order to create strong functional linkages between business units and customer support, to better service our customers’ needs
Ensure that all business/budget/customer satisfaction targets and quality standards are met with operational excellence, implement change as necessary, and escalate through the proper channels as required
Review future state of customer experience via the contact centres, providing recommendations for change and proactively supporting continuous improvement initiatives
Lead the Consumer Support department and National Consumer Affairs Senior Planner (aka Consumer Affairs Ops Manager, “CAOM”) in the successful attainment of Consumer Support KPI’s and operations, ensuring the prompt and appropriate actions are taken
Oversee operational reporting, establishing the measurement of operations of the contact centers and consumer affairs activities; automate where possible, providing critical insights and direct improvement.
Minimum 7-10 years experience in call center operations including experience running a call center and/or directly managing a call center vendor; knowledge of Automotive industry is preferred
Superior computer skills using MS OFFICE Suite (Word, Excel, PowerPoint), as well mainframe or other business-unit applications, to resolve complex problems in day-to-day situations; Demonstrated knowledge of Salesforce Service Cloud management & utilization strongly preferred
Excellent communication skills both verbal and written; ability to work effectively and quickly with excellent attention to detail and accuracy
Effective and collaborative team player, willing to support colleagues to ensure the meeting of team objectives
Strong analytical and structured problem solving capabilities; the ideal candidate will have a background in project management, capable of setting priorities, planning, facilitating collaboration, directing activities, and tracking accountability
Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.
Nissan Canada, Inc. is proud to be recognized as a Great Place to Work for the fourth year in a row. This certification was made possible thanks to our employees who share a continued focus on building, sustaining, and being a part of a high-performing workplace culture. Join our winning team today.
All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in Canada and will be required to provide proof of employment eligibility at the time of hire. **Visa sponsorship for this position is not available at this time.**
NISSAN FOR EVERYONE
People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.
Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.
Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.
Join us as we carry our commitment to diversity and inclusion into the future.
Mississauga Ontario Canada