Hyundai AutoEver America
10585 – Customer Operation Supervisor II
Hyundai AutoEver America, Costa Mesa, California, United States, 92626
10585 – Customer Operation Supervisor II10585 – Customer Operation Supervisor II Get AI-powered advice on this job and more exclusive features.
Purpose:
Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.
We are seeking a Customer Operation Supervisor II to oversee call center operations and ensure technical service-related levels are met or exceeded. The Customer Operation Supervisor is responsible for the effectiveness, performance and productivity of call center agents, and for designing and implementing improved processes or operational policies. They recommend changes to products or services to fulfill customer needs and quality control set for business operations. Purpose:
We are seeking a Customer Operation Supervisor II to oversee call center operations and ensure technical service-related levels are met or exceeded. The Customer Operation Supervisor is responsible for the effectiveness, performance and productivity of call center agents, and for designing and implementing improved processes or operational policies. They recommend changes to products or services to fulfill customer needs and quality control set for business operations.
Essential Functions:
Customer Service (50%)
Track and monitor all support cases to ensure timely resolution and follow up. Review customer support scenarios to identify opportunity areas and recommend/implement improvements though analysis and feedback. Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and # communicating service metrics and monitoring and analyzing results. Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Train call center agents: plan, develop, and implement; authoring and training agents on product support; address agents performance and corrective action plans; agent motivation and rewards.
Technical Support (30%)
Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required. Devise and implement test strategies that adequately assess all software aspects. Investigate and recreate reported defects. Test the latest software release and create master copies. Perform field testing when necessary.
Operations (20%)
Enforce company policies and procedures. Responsible for all aspects of the online support presence and voice on company website. Write, edit, and proofread site content and FAQ's for both customers and call center agents. Work closely with company webmaster to maintain site standards regarding new development and improvements. Make important policy, planning, and strategy decisions. Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Basic Requirements:
Bachelor's degree in Electronic or Information Technology majors preferred 5+ years of experience as supervisor for customer service, technical support or call center operations. Good understanding of ticketing system and escalation procedure. Basic understanding of programming principles and concepts. Familiar with Windows OS, Mac OS, Android, iOS, and computer components. Experience in the car audio or industry is a plus Experience with Helpdesk ticketing systems such as FreshDesk or Zendesk
Salary Range - $83,940 - $120,032Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at Hyundai AutoEver America by 2x Sign in to set job alerts for “Customer Service Supervisor” roles. Irvine, CA $160,000.00-$220,000.00 1 week ago Lake Forest, CA $95,000.00-$115,000.00 1 week ago Vice President, Resident Contact Center Operations Irvine, CA $130,000.00-$150,000.00 4 days ago Santa Ana, CA $160,000.00-$190,000.00 2 weeks ago 10797 - Executive Principal - Customer Success Fountain Valley, CA $191,000.00-$273,130.00 1 day ago Airport Customer Service Supervisor - LGBDistrict Services Manager- Orange County, CA Corona, CA $69,750.00-$93,000.00 2 weeks ago Long Beach, CA $78,000.00-$98,000.00 2 weeks ago OluKai, Melin, Roark Kaenon Director of Consumer Experience Irvine, CA $150,000.00-$170,000.00 2 days ago Mission Viejo, CA $30,000.00-$70,000.00 2 years ago Fountain Valley, CA $21.50-$22.00 1 week ago Newport Beach, CA $88,800.00-$165,600.00 2 weeks ago Buena Park, CA $68,640.00-$81,000.00 1 week ago Customer Service Supervisor, Retail Banking Ladera Ranch, CA $68,640.00-$81,000.00 1 month ago Part-Time Customer Experience Supervisor We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.
We are seeking a Customer Operation Supervisor II to oversee call center operations and ensure technical service-related levels are met or exceeded. The Customer Operation Supervisor is responsible for the effectiveness, performance and productivity of call center agents, and for designing and implementing improved processes or operational policies. They recommend changes to products or services to fulfill customer needs and quality control set for business operations. Purpose:
We are seeking a Customer Operation Supervisor II to oversee call center operations and ensure technical service-related levels are met or exceeded. The Customer Operation Supervisor is responsible for the effectiveness, performance and productivity of call center agents, and for designing and implementing improved processes or operational policies. They recommend changes to products or services to fulfill customer needs and quality control set for business operations.
Essential Functions:
Customer Service (50%)
Track and monitor all support cases to ensure timely resolution and follow up. Review customer support scenarios to identify opportunity areas and recommend/implement improvements though analysis and feedback. Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and # communicating service metrics and monitoring and analyzing results. Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Train call center agents: plan, develop, and implement; authoring and training agents on product support; address agents performance and corrective action plans; agent motivation and rewards.
Technical Support (30%)
Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required. Devise and implement test strategies that adequately assess all software aspects. Investigate and recreate reported defects. Test the latest software release and create master copies. Perform field testing when necessary.
Operations (20%)
Enforce company policies and procedures. Responsible for all aspects of the online support presence and voice on company website. Write, edit, and proofread site content and FAQ's for both customers and call center agents. Work closely with company webmaster to maintain site standards regarding new development and improvements. Make important policy, planning, and strategy decisions. Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Basic Requirements:
Bachelor's degree in Electronic or Information Technology majors preferred 5+ years of experience as supervisor for customer service, technical support or call center operations. Good understanding of ticketing system and escalation procedure. Basic understanding of programming principles and concepts. Familiar with Windows OS, Mac OS, Android, iOS, and computer components. Experience in the car audio or industry is a plus Experience with Helpdesk ticketing systems such as FreshDesk or Zendesk
Salary Range - $83,940 - $120,032Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at Hyundai AutoEver America by 2x Sign in to set job alerts for “Customer Service Supervisor” roles. Irvine, CA $160,000.00-$220,000.00 1 week ago Lake Forest, CA $95,000.00-$115,000.00 1 week ago Vice President, Resident Contact Center Operations Irvine, CA $130,000.00-$150,000.00 4 days ago Santa Ana, CA $160,000.00-$190,000.00 2 weeks ago 10797 - Executive Principal - Customer Success Fountain Valley, CA $191,000.00-$273,130.00 1 day ago Airport Customer Service Supervisor - LGBDistrict Services Manager- Orange County, CA Corona, CA $69,750.00-$93,000.00 2 weeks ago Long Beach, CA $78,000.00-$98,000.00 2 weeks ago OluKai, Melin, Roark Kaenon Director of Consumer Experience Irvine, CA $150,000.00-$170,000.00 2 days ago Mission Viejo, CA $30,000.00-$70,000.00 2 years ago Fountain Valley, CA $21.50-$22.00 1 week ago Newport Beach, CA $88,800.00-$165,600.00 2 weeks ago Buena Park, CA $68,640.00-$81,000.00 1 week ago Customer Service Supervisor, Retail Banking Ladera Ranch, CA $68,640.00-$81,000.00 1 month ago Part-Time Customer Experience Supervisor We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr