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Global Customer Care

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

 

Global Customer Care Assistant Manager

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

 

The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries within electrification, design, safety leadership and sustainability. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership.  

 

Who we are

Customer Care provides consumer relations operations for Volvo Cars and affiliated brands through contact centers. Our agents are the facilitating link between the brand, the consumer and the dealer network, acting as brand ambassadors and companions through the consumer journey.  
Besides running operations, Customer Care designs how and what our consumer relations centers operate for each partner in selected markets. We secure capabilities needed and develop processes and products to realise a premium and branded customer support for our partners, mainly Volvo Cars and Polestar. 
Today Uptime operates within EMEA, Americas and support Polestar in China.

 

About the position

You will be responsible for rollout and maintenance of a true quality experience on all types of customer interactions, both voice and digital. Ensuring a quality experience is the key, defined as ensuring that all engagements between our customers and consumer relations team are structured to be human, engaged, concise, and resolved to meet or excel our customer's expectations.  

 

What you will do

  • Complete oversight of the call center operations including quality, KPIs, performance, production, and man-hours as well as operations managers and support roles. 
  • Responsible for partnering with workforce operations for a multi-market, multi-channel contact center organization, ensuring optimal staffing and scheduling conditions to meet projected customer servicing needs.  
  • Provide real-time support in response to forecasted and contingency situations that could negatively affect the contact center operation, our clients and our employees. 
  • Leverage omni-channel to deliver a frictionless customer experience.
  • Ensure consistent execution of standard operating procedures.
  • Develop strategies and drive initiatives that improve efficiency, increase customer satisfaction, and reduce operating expenses.  

 

What you will bring 

  • You have a University degree or equivalent experience from working with global teams. 
  • You have Experience from Agile work methods and products development (consumer services) in collaboration with digital teams.
  • You are business acumen, preferable a mix of automotive and other experience and have Cross-functional work experience, with high ability to co-operate and work in a team environment cross organizational borderlines.

 

To be successful in this role you have a positive “can do” attitude and see opportunities in solving complex tasks – you need to feel comfortable with working in an environment where we sometimes have more questions than answers. You lead by purpose and direction and have strong interpersonal skills. You lead through people in your team and others that you collaborate with. Working across organizational borders comes naturally for you and you have experience from managing tasks where digital components are key for delivery. You see beyond your own area of responsibility and take an active part in the Leadership team.

 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 


Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

Mahwah, NJ, US

Job requisition ID:  52922


Nearest Major Market: New Jersey

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