Team Manager - Customer Care

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

What you’ll do

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 offering. 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 is where you come in!

We are now recruiting for a Team Manager who will be supporting and leading a team of multiskilled agents towards the settled KPI’s to develop the everyday business. In this role, you will have full personnel responsibility and monitor workflows within your team. You will work with continuous improvements, understand consumer needs, and follow up on the service goals. You will collaborate between different stakeholders and colleagues across the organization and lead communication trainings.

Your responsibility will include developing the entire Nordic Customer Care Center cross functionally to find the best synergies across borders. Since your team will be growing, you will be responsible for the recruitment of new colleagues into your team. Scheduling the workforce of each of your team members and follow up on performances will also be among your key daily tasks.

To be able to provide timely support to our consumers we are open every day, all year round and work in shifts spanning between mornings, evenings, and weekends. We are a company who values the personal collaboration, communication, and creative environment that arise from being physically present at the office together with our colleagues.

This role is based at our HQ in Gothenburg. We apply a flexible way of working, combining work from the office with work from home.

What you’ll bring

As we are in a phase of transformation, we are looking for someone with an analytical approach and a doer-attitude who thrives in a high-pace environment to succeed in steering, leading, coaching, and reaching targets towards consumer satisfaction and world class service levels.

In this role, change leadership and ownership of the whole area is in focus, and you as a leader have a business-close and operational approach. With your prioritizing and coaching skills and ability to take initiatives, you manage the team’s daily operations and maintain highest possible standard for our operational quality and support.

With a target oriented and structured way of working, you supervise and analyze data daily to identify opportunities for improvement and increased efficiency. Focusing on continuous improvements, you help ensure that escalations and consumer complaints are handled swiftly and efficiently to provide a seamless and world-class consumer experience. You ensure implementation and follow-up of our policies and processes in an organized way, as well as ensure that they are complied with by your team.

You share our enthusiasm for a strong co-leadership and are skilled in building relationships cross-culturally, with your communication skills as one of your most valuable tools.

We put great emphasis on our employees’ development and growth. Therefore, we see that you hold experience as leader in personnel development within customer support or similar businesses. You are experienced in coaching and training employees to help your team reach their highest potential, and you have a flexible mindset when it comes to change and transformation in an operational environment.

Furthermore, we see that you meet the following requirements:

* 3 years of experience working at a customer care center.
* 3 years of leadership experience within customer care centers.
* 5 years of experience from working in systems such as CRM, CTI, and Five9. Salesforce is meritorious.
* Knowledge about consumer support processes and strategies.
* Ability to multitask and work in a fast-changing environment.
* Great quality awareness and attention to detail.
* Ability to analyze data and use insights to effectively improve the business.
* Excellent communication skills, orally and in writing: in close customer interactions regarding consumer complaints and escalations.
* in cross-functional interactions between departments and teams

* Experience of working in an international environment with customers from various cultures and backgrounds.
* Experience in conflict management.
* Fluency in English and Swedish, both orally and in writing.