Supervisor, Customer Mediation Jobs

• Please note this is a remote role**

The Supervisor Customer Mediation is responsible for supporting the Customer Mediation team through case management – the Customer Mediations team is responsible for all cases not resolved through first call resolution. The position is required to identify, monitor, and minimize company risk by overseeing everyday business processes, ensuring associates comply with department/corporate policy, making recommendations, and preparing business action plans and targets based on KPI's and customer experience and satisfaction. The incumbent will act as a department representative, responding to various customer relations inquiries and escalation cases ensuring all issues are appropriately resolved and continually evolving customer experience for the better.

Responsibilities

• Managing presence within Workforce Management (aka adherence, absenteeism and tardiness);
• Responsible for all department internal controls.
• Train, develop, coach and support Mediation Team Leads, Senior Customer Mediation Specialists & Customer Mediation Specialists in ensuring proper positions are being presented to customers, dealers, and field staff;
• Lead by example reflecting Honda North America values of integrity, responsibility and open and respectful communication.
• Participate in zone meetings, special projects/assignments
• Conduct interviews and make hiring recommendations for new Customer Mediation Associates;
• Associate development: ensure team has resources needed to succeed in daily tasks as well as future development within the organization
• Business and operational policies and procedures
• Act as departmental representative as required (i.e. attend bi-weekly Campaign Coordination meeting);
• Customer Experience and Satisfaction KPI achievement.
• Ensure Quality Assurance (QA) of outbound and incoming calls & emails by achieving target
• IT general and application controls
• Ensuring proper case documentation within Salesforce platform;
• Responsible to ensure compliance to policies and standard operating procedures.
• Represent Customer Relations in all qualitative customer intelligence activities in support of continually evolving the customer experience for the better;
• Respond to escalated calls from customers / insurance companies / lawyers / dealers / zone and provide appropriate resolution while maintaining the company's best interest in mind;
• Support of Litigation Specialist to ensure proper preparation for various case types (frontline escalations, letters of intent, subrogation, etc.) and hearings (CAMVAP, Small Claims Court, etc.);
• Direct influence of controllable items within Financial Plan specific to the Customer Relations cost centre;
• Comply with CH internal controls within your day to day job function. Adherence of the following would include but not be limited to:
• Ensure cases requiring a review, including escalations, are responded to within the promised response time (turnaround KPI);
• Lead based on progressive management practices including development and communication of shared vision and upholds corporate values.
• People development, career pathing and goal/objective setting;
• Improve organizational performance by continually reviewing processes and procedures for opportunities to enhance;
• Participate in and support the major projects that impact the Customer Mediation team;
• Ensure all escalations resulting from employee error, process gaps and/or default of stakeholders are resolved and root causes identified and remedied. Act as primary contact for 3rd level customer escalations that require management ownership and resolution;
• Identify process improvements, product troubleshooting and subsequent call reduction recommendations;
• In depth and thorough knowledge of people and call centre management best practices as they relate to:
• Responsible for ensuring performance reviews and performance management is completed for all staff within the supervisor's oversight of control.
• Participate in cross functional special projects / assignments as needed;
• Code of Business Ethics/Conduct
• Delivering on Call Centre KPIs consistently and ethically – Average Handle Time, Schedule compliance, agent yield, Service Levels, Average Speed of Answer, attrition, log in %, occupancy, etc.;
• Develop and maintain CR department process/policy library/resource centre with operational teams
• Enthusiastically and authentically foster a culture of "one voice" through positivity, engagement and active involvement;
• Preparation and delivery of associate performance appraisals;

Qualifications

• Bilingual (French/English) strongly preferred;
• Ability to apply strategic thinking to business issues and drive results;
• Develop, establish and maintain good working relationship with Honda North America suppliers, partners, consultants, stakeholders and other network contacts;
• Innovative, pragmatic, proactive and forward thinking;
• Ability to evaluate and make informed decisions based on experience and expected outcomes;
• Must be self-motivated, show strong initiative and multitask with minimal supervision;
• Minimum College Diploma or University Degree preferred;
• Support third party vendors.
• Support other CH departments if necessary: Tech Line/ Warranty/ Dealer Care/QE/Legal;
• Strong time management and organizational skills with the ability to manage multiple priorities simultaneously;
• Establish contacts in the industry for information sharing;
• Strong verbal and written communication skills, with the ability to effectively communicate at various levels across the organization as well as to customers and external partner organizations;
• Ability to follow through, follow up and set goals and standards;
• Strong team player with demonstrated leadership and coaching skills and the proven ability to develop others;
• Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders;
• Demonstrated understanding of Honda’s business environment and the impact exerted by the department is an asset;
• Develops and maintains good working relationships and all members of the entire Customer Relations team;
• Collaborate with HFS: CQC Department;
• Customer Service and satisfaction orientation tempered with strong business acumen;
• 3-5 years of people management experience in a multi team Contact Centre and / or Case Management environment;