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

Hyundai Motor Company; Markham; On-site; CAD 85,000 - 110,000; Full time

Job summary

Hyundai Auto Canada is seeking a Manager for the Voice of the Customer department in Markham. This leadership role involves managing a customer service team, enhancing customer satisfaction, and driving operational improvements within the automotive contact center. The ideal candidate will have robust experience in customer service, leadership, and data analysis, as well as a passion for delivering exceptional customer experiences.

Benefits

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 customer service management, preferably in automotive.
• Proven communication skills in English and French.
• Ability to manage diverse teams and work in a dynamic environment.

Responsibilities

• Lead and develop a team of customer service representatives.
• Monitor performance metrics and implement strategies for improvement.
• Collaborate cross-functionally to align strategies with business goals.

Skills

Leadership

Customer Satisfaction

Problem-solving

Communication

Data Analysis

Education

Undergraduate degree

Tools

CRM systems

Salesforce

Five9

Job description

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Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road.

Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture.We're a dynamic, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries.

WHAT YOU WILL DO

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 YOU WILL 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
• Sound leadership and delegation skills
• Ability to present to Executives both inside and outside of the organization

OTHER DETAILS

WHAT HYUNDAI CANADA CAN OFFER YOU

• 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.

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