Supervisor, CR

Hyundai Motor Company; Markham; On-site; CAD 81,900 - 105,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

RRSP matching

Car leasing program

Flexible start times

Paid time off

Parental leave top-up

Mentoring & growth

Onsite amenities

Job summary

Hyundai Auto Canada Corp. in Markham is seeking a Customer Relations Supervisor to lead a Tier-2 contact centre team, with support for Tier-1 and vendor management.

You will drive service levels through coaching, training, and process improvements, while overseeing queue management, escalations, and QA activities. The role emphasizes leadership, cross‑functional collaboration, and continuous improvement to enhance the customer experience and achieve KPI targets.

Qualifications

• Undergraduate degree or equivalent combination of experience and education.
• 5-7 years of relevant experience in customer relations or similar function.
• Bilingual English/French would be valuable.
• Excellent oral and written communication in English (French a plus).
• Strong supervisory and coaching skills, with attention to detail.

Responsibilities

• Provide leadership and oversight for Tier-2 contact centre operations.
• Foster a collaborative, high‑performing team environment and manage scheduling.
• Oversee Tier‑1 operations and support as needed.
• Act as SME for complex inquiries and procedures.
• Drive SLA targets, monitoring KPIs, and escalation handling.
• Develop and deliver training programs and coaching initiatives.
• Lead performance reviews and coaching to achieve SMART goals.
• Track KPIs, analyze trends, and drive continuous improvement.

Skills

Leadership

Coaching

Team management

Communication

Analytical thinking

Education

Undergraduate degree

Job description

Hyundai Auto Canada Corp. is located in Markham, Ontario.

WHAT YOU WILL DO

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.

HOW WILL YOU MAKE AN IMPACT

Leadership & Team Management

• 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.

Customer Experience & Escalations

• 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.

Coaching, Quality & Performance

• 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.

Operations, Analytics & Continuous Improvement

• 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.

Case Management

• Oversight of case assignment workflows to ensure balanced distribution, timely handling, and adherence to established processes.

Advanced Reporting & Analytics

• 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.

WHAT YOU WILL BRING TO THE ROLE

• Completion of an undergraduate degreeor 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.
• Excellent supervisory/coaching 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.
• May require on‑site visits to T1 vendor (currently in Winnipeg)

OTHER DETAILS

Hiring Range: $81,900 - $105,000

The actual base salary offered is determined based on the successful candidate's relevant experience, skills, and competencies and considers internal equity.

Starting salary is typically offered in the lower to mid portion of the range, with placement determined by the successful candidate’s skills, experience, and internal equity considerations. Candidates with exceptional qualifications and directly relevant experience may be considered for compensation up to the maximum of the range.

WHAT HYUNDAI CANADA CAN OFFER YOU

• Be part of an Award‑Winning Culture
• Access Comprehensive Health and Dental Coverage from Day One, including up to $2,500 in Mental Wellness Benefits
• Take Advantage of RRSP Matching
• Participate in an Exclusive Car Leasing Program
• Benefit from Flexible Start Times
• Receive Competitive Paid Time Off
• Get Enhanced Maternity and Parental Leave Top‑Up
• Explore Career Growth, Mentoring, and Tuition Support Opportunities
• Enjoy an Onsite Cafeteria and Game Room at our Markham Office

WHAT HAPPENS NEXT
Candidates will be reviewed on or before August 4,2026.

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.