Contact Center Manager

HCLTech; Michigan; On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

A leading global IT services company seeks a Director to manage the Automotive Support hotline and Field service actions. This role involves overseeing complex software and hardware diagnostics, ensuring rapid resolution of dealer issues, and leading a large team. The ideal candidate has over 18 years of experience in customer service and technical assistance, with strong leadership and analytical skills. Benefits include medical, dental, and a retirement plan, with 10 days of paid time off annually.

Qualifications

• 18+ years of experience in managing Automotive Support, Customer service/Technical Assistance Center.
• Proven ability to manage Technical Assistance Centers with Automotive/Industrial product support.
• Experience leading teams of 200+ employees.
• Proven Client Management Skills.
• Experience in handling daily/weekly/monthly/quarterly Client governance meetings.
• Proven ability in managing Technical Assistance Centers with Automotive/Industrial product support and service experience.

Responsibilities

• Manage requests from client dealerships for diagnosing complex software issues.
• Ensure timely communication and documentation of dealer issues.
• Lead process improvement initiatives for operational efficiency.
• Develop SOPs, Account Maps, and Process Manuals; propose strategic solutions and lead Change Management & Transformation processes.
• Engage with leaders outside the scope for growth of the account and drive knowledge base expansion to improve response times.

Skills

Excellent people management skills

Strong analytical skills

Proven Client Management Skills

Experience in process improvement projects

Passion for technology and data

Education

Degree in Engineering or Science

Job description

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

Responsibilities

• Bring in Industry best-in class process knowledge and re-engineer the process towards making it self‑serve and lean
• Ideate, transform, re‑structure existing and new programs from Service delivery lens
• Ability to modernize Hotline Support as part of Technical Support Center, Field service actions and design & deployment
• Unlock business value & elevate from administrative function of Hotline Support to a source of market differentiation by creating winning proposition
• Responsible for defining, coordinating & executing the go‑to‑market strategy & programs for Technical Support Center and Field service actions
• Participate, create solutions and design frameworks for extending the Hotline Support scope, globally
• Work with multiple teams to create robust knowledge base and eventually time to respond to customer issues rapidly
• Work with client business stakeholders, other Customer Service teams in various capacities such as
• Incubating newly acquired or created automotive software variants
• Create product workflow from Technical Support process perspective, participate as thought leaders on product discussions
• Engage with leaders outside the scope for growth of the account

Delivery & Operations

• As a overall operations Lead for Automotive software Support hotline and Field service actions projects, the candidate will be responsible for managing the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems, manage the field service campaigns initiated by client for any recalls, Non‑safety updates, Voluntary customer service programs
• Work with other Client departments stakeholders concerned closely for diagnosis, primarily Engineering, Quality and other Client Customer Service Department
• Make sure that the initial response to the dealers, acknowledging the issue is done within TAT (Turnaround time) by the team members
• Make sure that quick and effective resolutions are provided to dealer’s Technician to prevent the piling up of volume by the team
• Make sure that a solution to the dealers and technicians over the phone, e‑mail and through the web interface is carried out by the team
• To ensure all process documentations are up to date, review and approve Standard Operating Procedures (SOP’s), Account Maps, Process Manual etc.,
• To propose strategic solutions and should spearhead Change Management & Transformation process
• Should be able to take strategic decisions for the process growth
• Control process attrition and should review and approve process attrition
• Be able to have a clear understanding of the domain/process to achieve defined goals
• Implementation of KAIZEN & Six Sigma projects
• Should have business financial sense, with clear focus on Process P&L and profitability
• Should have awareness for workforce planning
• Should have complete understanding of Quality Principles / Six Sigma initiatives
• Make sure that the documentation of root cause fixes in the relevant client systems is carried out by the team
• Make sure that development of preventive recurrence process for any issues and actions are put in place
• Maintain regular management and concerns review meetings, cadence as directed by the Stakeholders to the needs of the service
• Support client management to direct the needs of the service to ensure a high quality, continuously improving service
• Provide a fully managed service:
• Training, development, and HR
• Service performance monitoring, concern identification, corrective action planning and implementation
• Service delivery metrics performance tracking and reporting
• Lean practice ensuring maximum utilization of Hotline Support team
• Follow best practices and work cross‑functionally with multiple teams to complete the assigned tasks and other daily job functions
• Ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requests
• Ensure seamless and friction‑less issue closure with focus on the accurate and timely solution provided to the Technician
• Bring the entire team’s efficiency measure and service delivery excellence
• Respond and act in a professional, timely manner for any escalations received

Qualification, Experience and Skill Set

• Degree preferably in Engineering or Science
• 18+ years of experience in managing Automotive Support, Customer service/Technical Assistance Center
• Excellent people management skills (handling 200+ team size) coupled with process management methodologies
• Proven Client Management Skills
• Experience in handling daily/weekly/monthly/quarterly Client governance meetings
• Proven ability in managing Technical Assistance Centers with Automotive/Industrial product support and service experience
• Solid understanding of Technical Assistance Center for product support, Aftermarket/ field service action related process life cycle including recall campaigns, voluntary customer service programs etc
• Strong analytical and reporting skills
• Passion for technology, data, and efficient after‑market and product support management
• A self‑motivated leader who can contribute to business outcomes
• Has experience in participating with process improvement projects (contributor/participant)
• Excellent leadership quality with ability to manage and get the work done from the team and various cross‑functional client stakeholders in seamless manner including manage client leadership expectations

Seniority Level

Director

Employment Type

Full‑time

Job Function

Administrative, Management, and General Business

Industries

IT Services and IT Consulting, IT System Data Services, and IT System Operations and Maintenance

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year.