Assistant Hub Lead

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 an Asst Hub Leader, you will take full responsibility in ensuring customer journey/ experience in  Americas Hub.  This will include streamlining workflows towards maximum flexibility within Customer Care 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 strategic initiatives, best practices, and tools to optimize the overall performance of call center teams, including team managers.

• Lead and guide team managers in coaching, mentoring, and supervising their respective teams to foster a culture of accountability, positive action, and continuous improvement.

• Cultivate and strengthen key business relationships critical to the collective success of call center teams and their managers.

• Take a leadership role in recruiting qualified personnel for various call center roles, ensuring a high-performing and skilled workforce across all teams.

• Oversee and enhance call center operations by actively supervising system performance, promptly identifying issues, and providing effective solutions that benefit all teams.

You and your skills:

• Possess a minimum of 5 years of experience in call center management, with a focus on overseeing multiple teams.

• Demonstrate proven leadership, management, and motivational skills, especially in the context of guiding team managers to excel in their roles.

• Have a solid working knowledge of call center technology, including telephony, workforce management, CRM, and quality management tools, with the ability to implement these across diverse teams.

• Inspire, motivate, and influence others to achieve outstanding results collectively.

• Thrive in a fast-paced entrepreneurial environment, displaying comfort with change and ambiguity, and able to steer multiple teams towards overarching goals.