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American Honda Motor Co Description Contact Center Team Lead
Location:
Marysville, OH
Description:
American Honda Motor Co Description Contact Center Team LeadLocation: Honda Heritage Center (HHC) Marysville, Ohio (remote)Level: EX 2 What Makes a Honda, is Who makes a Honda Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company which serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint." We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team. If your goals and values align with Honda's, we want you to join our team to Bring the Future! About this Position: The Contact Center Team Lead is responsible for overseeing the operation of Honda's HR Contact Center as well as customer contact managed through self-service methods. The supervisor leads a team of HR operations Contact Center agents who engage with associates over the phone, and electronically to provide and collect relevant HR information. They partner with other HR professionals within the HR Operations group to ensure the seamless and consistent delivery of HR services to the Honda community. The supervisor is a member of the HR Operations team and interfaces with other leaders to ensure the effective and consistent operationalization of HR services. Responsibilities include:* Group Leader: Support Unit Lead by overseeing the HR contact center, including defining work standards and evaluating staff. Create clear goals and provide timely support and guidance for members as needed to ensure their goals are met. Monitor attendance and conduct performance appraisals.* Set and continuously evaluate HR contact center service levels. Develop ongoing means to quantify, assess, and improve contact center operations and services; Including analytics and PDCA activities to improve* Develop and manage the team budget and delivery needs. Oversee the development and implementation of metrics, reporting, SOPs, process flow and needs assessment plans including methodologies to measure and evaluate the quality output. * Partner with various departments to define consistent handoff points between contact center and other areas.* Serves as an escalation point; interacts with employees at various levels and departments within the organization for problem resolution.* Special Project support - Works across multiple HR disciplines/companies as neededWho we are seeking: Required Work Experience:* Minimum 2+ years of supervisory experience in a customer service atmosphere required* Minimum 2+ years of professional HR experience preferredRequired Education: * Bachelor's Degree in Human Resources, Business Administration or equivalent combination of education and work experienceDesired Skills:* Knowledge and awareness of key HR standards and policies * Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)* Strong analytical, problem-solving, and decision-making skills* Significant customer service experience and ability to manage customer expectations * Demonstrated effectiveness when dealing with dissatisfied customers * Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment* Ability to manage, influence, partner, negotiate, effectively communicate through verbal and written methods as well as deliver presentations * Ability to effectively provide HR counsel to team members and managers * Adaptive and flexible to new ideas and change* Ability to handle confidential and sensitive information* Proficient with Microsoft Outlook, MS Office Suite, with advanced knowledge of Excel SoftwareAdditional Position Factors:* Ability to come onsite when needed* Ability to travel when needed (minimal)* Call center environment with set scheduled shifts* Hybrid / remote workstyle* Overtime as neededAt Honda, you will play a key role in our journey to become a company that society wants to exist now, and in the future. Your endless curiosity will drive innovation and your courageous spirit will challenge the status quo. We believe having a workforce made up of diverse thinkers and innovators makes us a better Honda. Respect for each other and respect for diversity each and every day drives our associates to contribute at the highest level and work effectively in a team environment. We make the dream of mobility a reality with our innovative and high-quality products. Together, we Bring the Future to our customers, associates, and communities. We are Honda! What differentiates Honda and make us an employer of choice? Total Rewards:* Competitive base salary* Overtime compensation* Annual Bonus* Associate lease car program with a cost* Industry leading Benefit Plans (Medical, Dental, Vision)* Paid time off, including vacation, paid holidays, sick time, personal days* 401K Plan with company match + additional contribution* Relocation assistance (if eligible) Career Growth:* Advancement opportunities* Career mobility * Education reimbursement for continued learning* Training and Development programs Additional Offerings:* Wellbeing program* Community service and engagement programs* Product programs* Free drinks onsite Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
Company:
Honda North America
Posted:
January 2 on WhatJobs
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More About this Listing: American Honda Motor Co Description Contact Center Team Lead
American Honda Motor Co Description Contact Center Team Lead is a Executive Manager Job at Honda North America located in Marysville OH. Find other listings like American Honda Motor Co Description Contact Center Team Lead by searching Oodle for Executive Manager Jobs.
American Honda Motor Co Description Contact Center Team Lead is a Executive Manager Job at Honda North America located in Marysville OH. Find other listings like American Honda Motor Co Description Contact Center Team Lead by searching Oodle for Executive Manager Jobs.