Team Lead, Consumer Affairs Operations

Job description

Position Title

Team Lead, Consumer Affairs Operations

Function

Customer Support

Site / Location of Position

US - Franklin, TN

Legal Entity

Nissan North America, Inc. (NNA)

Posting Description

Nissan is a global company driven by the accomplishments of our employees. We find pride in our continued commitment to diversity and an exciting lineup of vehicles. Simply put, we are at the intersection of people, transportation, and the environment which keeps us at the forefront of innovation. We're currently looking for a Team Lead Consumer Affairs Operations to join our team at our Customer Resource Center in Murfreesboro, TN.

Job Functions
·  Monitors, supervises and has overall responsibility for the performance of a RCAS call center team (regional assigned team, approximately 8 -12 contract agents).
·  Supervises RCAS agent performance in terms of KPI achievement, quality scores and goodwill management.
·  Ensures individual RCAS agents achieve their daily customer commitments in term of callbacks and follow-up activities. Analyzes and distributes data exhibiting current RCAS agent performance levels and comparison to established KPI's or corrective action plans.
·  Takes corrective action and develops remediation activities as required.
·  Conducts supervisor callbacks as necessary or required.Responsible for implementing Consumer Affairs Standard Operating Procedures updates and revisions within their assigned RCAS team.
·  Provides process improvement suggestions to improve the customer experience. As required, provides direction and suggestions to the Training and Quality group to revise Standard Operating Procedures.
·  Reviews and approves customer check request reimbursements for timeliness, coding and overall accuracy prior to approval. Audits check requests as required.
·  Conducts monthly call /file monitoring sessions for agent quality evaluation; identifies areas requiring improvement, coordinates remediation activities as necessary.
·  Coordinates RCAS annual and ongoing performance evaluations to ensure corporate compliance and overall improvement of agent performance.
·  Develops and supports a climate of positive work environment that encourages RCAS agent job satisfaction.
·  Participates in Nissan Way training classes to improve management, supervisory and developmental abilities. Minimum Qualifications
·  Job Knowledge and Skill: Excellent analytical skills; excellent interpersonal, oral and written communication skills; strong conflict resolution skills; good presentation skills. Good organization, project management, workflow management and process improvement skills. Good problem solving and decision-making skills.
·  Experience: Two or more years of directly related professional level experience.
·  Supervisory Experience: One or more years in a work leader role coordinating the work of other employees or contractors is recommended but not required.
·  Education: Bachelor's degree in a related discipline.
·  Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.
·  Travel: Infrequent day or overnight travel. May include foreign travel. 5-7% All of us at Nissan - regardless of functional area or expertise - share a passion to design, manufacture and sell high-performance, fun to drive vehicles. Nissan is an Equal Opportunity Employer for all. Applicants will be considered for all positions regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire. Visa sponsorship for this position is not available at this time.