Roadside Support Team Manager

Volvo Cars is on a mission to provide freedom to move in a personal, sustainable and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership – creating attractive mobility solutions for tomorrow.

Who We Are

Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in!

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey!

What You Will Do

As a Team Manager, you will take full responsibility in ensuring customer roadside journey/ experience in the Americas Hub. This will include streamlining workflows towards maximum flexibility within Roadside Support according to and in alignment with central product/process owners/ management. Ensure synergies in capacity and volume planning. Identify, set and communicate team goals clearly and review regularly against business requirements to track development and provide ongoing encouragement to team. You will be the face to our stakeholders, representing operations needs, successes and challenges in a clear and concise manner.

Key responsibilities:

• Develop and implement best practices and tools to optimize Roadside call center performance through effective team management.
• Lead and guide Roadside specialists in coaching, mentoring, motivating, and supervising call center agents, fostering a culture of accountability and positive action.
• Establish and nurture key business relationships critical to enhancing the brand's success within the Roadside call center environment.
• Take charge of recruiting qualified personnel for Roadside specialist positions, ensuring a high-performing and skilled team.
• Oversee and enhance Roadside operations by actively supervising system performance, promptly identifying issues, and providing effective solutions.
  
  

You and your skills:

• Possess a minimum of 5 -6 years of experience in call center management.
• Demonstrate proven leadership, management, and motivational skills.
• Have a solid working knowledge of call center technology, encompassing telephony, workforce management, CRM, and quality management tools.
• Inspire, motivate, and influence others to achieve outstanding results.
• Thrive in a fast-paced entrepreneurial environment, displaying comfort with change and ambiguity.
  
  

Diversify our future:

Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference.