Manager, Call Center (Bilingual)/Manager, Centre d'appels (Bilingue)

Hyundai Auto Canada Corp.; Markham; On-site; CAD 80,000 - 110,000; Full time

Job summary

Join Hyundai Auto Canada Corp. as a Manager, Call Center, leading a dedicated team in delivering outstanding customer experience. With a focus on enhancing operational efficiency and customer satisfaction, you will play a pivotal role in shaping our contact centre strategies and leading performance improvements. If you have over seven years of experience and are fluent in French and English, this is your opportunity to make a real impact in a dynamic environment.

Benefits

Award Winning Work Culture

Health Benefits Start Day One

Car Leasing Program

RRSP Matching

Maternity and Parental Leave Top-Up

Career Development and Mentoring Program

Tuition Reimbursement Support

Qualifications

• 7+ years of experience in contact centre management or equivalent.
• Proven leadership skills in a customer-driven environment.
• Strong PC skills including MS Word, Excel, PowerPoint.

Responsibilities

• Lead a team of contact centre agents to deliver exceptional service.
• Monitor KPIs and implement strategies for service improvement.
• Develop and manage policies for customer inquiries and complaints.

Skills

Leadership

Bilingual Communication

Problem Solving

Customer Satisfaction

Conflict Resolution

Data Analysis

Vendor Performance Management

Education

Bachelor's Degree

Tools

CRM Systems

Contact Centre Software

Job description

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Customer Experience is at the centre of any successful organization, and Hyundai Auto Canada Corp. is looking for a leader to be at the centre of ours. We are seeking a dynamic and results-driven Manager, Voice of the Customer (VOC) to lead and manage our automotive contact centre operations.

Hyundai is hiring a Manager for the VOC Department and looking for an inspiring candidate who will create meaningful CX insights and process improvements to help steer our organization through the ever-changing automotive landscape.

In the role of Manager, VOC, you will lead a team of Tier 1 and Tier 2 customer service representatives to ensure the highest level of customer satisfaction in line with our brand values and service standards. Team engagement, vendor management, a passion for customer satisfaction, problem solving, and the ability to turn CX verbatim into meaningful insights are the cornerstones of the role.

HOW WILL YOU MAKE AN IMPACT

• Lead, coach, and develop a team of contact centre agents to deliver exceptional customer service across inbound and outbound calls letters/emails, social media, and all other customer contact points

• Monitor and evaluate performance metrics (KPIs), including call handling time, customer satisfaction, first-call resolution, and service level agreements

• Implement strategies to improve service quality, operational efficiency, and customer experience

• Work cross-functionally with sales, service, legal, marketing and PR teams to align contact centre strategies with business goals

• Consult with corporate, field personnel and dealers to formulate solutions to customer issues

• Develop policies and procedures for responding to customer inquiries, complaints and suggestions for all customer facing channels

• Train, coach, and develop team members as needed in any aspect of their work to ensure appropriate decisions are made and objectives are met

• Handle escalated customer issues and ensure timely and effective resolution

• Manage scheduling, workforce planning, and staffing to meet volume demands

• Ensure compliance with industry regulations and internal quality assurance standards

• Oversee CRM and contact centre technology systems, ensuring optimal use and troubleshooting as needed

• Produce regular reports on performance, trends, and areas for improvement for senior management

• Conduct monthly executive VOC meetings

WHAT WILL YOU BRING TO THE ROLE

• Proven experience as a Contact Centre Manager or similar leadership role, preferably in the automotive industry

• 7+ years of relevant experience in the same or similar positions

• Completion of an undergraduate degree or an equivalent combination of experience and education

• Robust communication skills (written and verbal) in both French and English

• Strong leadership and people management skills

• Excellent communication, conflict resolution, and problem-solving abilities

• Understanding of automotive products, service, and customer expectations is a strong asset

• Proficiency with CRM systems and contact centre software (e.g., Salesforce, Five9)

• Flexibility to work in a fast-paced, customer-driven environment

• Ability to analyse data, identify trends, and make data-driven decisions

• Familiarity with dealership operations or automotive service centres

• Aptitude to deal with confidential or sensitive information

• Strong PC skills including MS Word, Excel, Power Point

• Capability to manage diverse teams and deal with change

• Vendor performance management

• Sound leadership and delegation skills

• Ability to present to Executives both inside and outside of the organization

WE OFFER:

• Award Winning Work Culture
• Health Benefits Start Day One
• Car Leasing Program
• RRSP Matching
• Maternity and Parental Leave Top-Up
• Career Development and Mentoring Program
• Tuition Reimbursement Support

WHAT HAPPENS NEXT

Candidates will be reviewed on or before May 31st, 2025. All applicants prior to the review date will receive a Plum Assessment to complete to help us learn more about what drives you!

STILL INTERESTED? WHY NOT APPLY?

If you are excited about this role, the automotive industry, or Hyundai Canada, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you?

We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team.

Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.

We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Motor Vehicle Manufacturing

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