Contact Center Team Lead

2 weeks ago

Torrance, California, United States American Honda Motor Full time

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of power that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize the joy and freedom of mobility by developing new technologies and an innovative approach to achieve a zero environmental footprint.

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future

Job Purpose

The Contact Center Team Lead is responsible for overseeing the operation of Honda's HR Contact Center as well as customer contact managed through self-service methods. The supervisor leads a team of HR operations Contact Center agents who engage with associates over the phone, and electronically to provide and collect relevant HR information. They partner with other HR professionals within the HR Operations group to ensure the seamless and consistent delivery of HR services to the Honda community. The supervisor is a member of the HR Operations team and interfaces with other leaders to ensure the effective and consistent operationalization of HR services.

Key Accountabilities

  • Group Leader: Support Unit Lead by overseeing the HR contact center, including defining work standards and evaluating staff. Create clear goals and provide timely support and guidance for members as needed to ensure their goals are met. Monitor attendance and conduct performance appraisals.
  • Set and continuously evaluate HR contact center service levels. Develop ongoing means to quantify, assess, and improve contact center operations and services; Including analytics and PDCA activities to improve
  • Develop and manage the team budget and delivery needs. Oversee the development and implementation of metrics, reporting, SOPs, process flow and needs assessment plans including methodologies to measure and evaluate the quality output.
  • Partner with various departments to define consistent handoff points between contact center and other areas.
  • Serves as an escalation point; interacts with employees at various levels and departments within the organization for problem resolution.
  • Special Project support - Works across multiple HR disciplines/companies as needed.

Qualifications, Experience, Skills

  • Bachelor's degree in Human Resources, Business Administration, or other related fields
  • Minimum 2+ years of supervisory experience in a Customer Service atmosphere required
  • Minimum 2+ years of professional HR experience preferred
  • Knowledge and awareness of key HR standards and policies
  • Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
  • Strong analytical, problem-solving, and decision-making skills
  • Significant customer service experience and ability to manage customer expectations
  • Demonstrated effectiveness when dealing with dissatisfied customers
  • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
  • Ability to manage, influence, partner, negotiate, effectively communicate through verbal and written methods as well as deliver presentations
  • Ability to effectively provide HR counsel to team members and managers
  • Adaptive and flexible to new ideas and change
  • Ability to handle confidential and sensitive information
  • Proficient with Microsoft Outlook, MS Office Suite, with advanced knowledge of Excel Software

Workstyle

  • Remote

Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?
Total rewards:

  • Competitive base salary
    • Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc.
  • Annual Bonus
  • Overtime
  • Industry-leading Benefit Plans (Medical, Dental, Vision)
  • Paid time off, including vacation, paid holidays, sick time, and personal days
  • 401K Plan with company match + additional contribution
  • Relocation Eligible
  • Lifestyle Bonus

Career Growth:

  • Advancement opportunities
  • Career mobility
  • Education reimbursement for continued learning
  • Training and Development programs

Additional Offerings:

  • Wellbeing program
  • Community service and engagement programs
  • Product programs
  • Free drinks onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

  • Contact Center Team Lead

    2 weeks ago

    Torrance, California, United States Honda Full time

    Job PurposeThe Contact Center Team Lead is responsible for overseeing the operation of Honda's HR Contact Center as well as customer contact managed through self-service methods. The supervisor leads a team of HR operations Contact Center agents who engage with associates over the phone, and electronically to provide and collect relevant HR information. They...

  • Air Logistics Warehouse Team Lead

    4 weeks ago

    Torrance, California, United States Kuehne Nagel Full time

    Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Torrance, CA site is looking for a new Air Logistics Warehouse Team Leader to join our Kuehne+Nagel team. Your Role As the warehouse team leader, your responsibilities include overseeing the efficient operation of the warehouse,...

  • Air Logistics Warehouse Team Lead

    4 weeks ago

    Torrance, California, United States Kuehne Nagel Full time

    Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Torrance, CA site is looking for a new Air Logistics Warehouse Team Leader to join our Kuehne+Nagel team. Your Role As the warehouse team leader, your responsibilities include overseeing the efficient operation of the warehouse,...

  • Soccer Center, Programming and Sales Coordinator

    4 weeks ago

    Torrance, California, United States AEG Worldwide Full time

    For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300 venues, leading sports franchises,...

  • Soccer Center, Programming and Sales Coordinator

    2 months ago

    Torrance, California, United States AEG Worldwide Full time

    For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300 venues, leading sports franchises,...

  • Sales Lead

    4 weeks ago

    Torrance, California, United States Chico's FAS Full time

    Join our chic team, dedicated to a styling and social experience that inspires women to express their individuality.POSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great...

  • Sales Lead

    4 weeks ago

    Torrance, California, United States Chico's FAS Full time

    Join our fashion-obsessed team, dedicated to a styling and social experience that makes women feel beautiful.POSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer...

  • Sales Lead

    1 month ago

    Torrance, California, United States Chico's FAS Full time

    We are customer obsessed, innovative, and have the best culture in retail. Join our team todayPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer experience and...

  • Sales Lead

    1 month ago

    Torrance, California, United States Chico's FAS Full time

    Join our chic team, dedicated to a styling and social experience that inspires women to express their individuality.POSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great...

  • Sales Lead

    1 month ago

    Torrance, California, United States Chico's FAS Full time

    Join our fashion-obsessed team, dedicated to a styling and social experience that makes women feel beautiful.POSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer...

  • Customer Service Lead

    4 weeks ago

    Torrance, California, United States Danaher Full time

    Chromatography, the science of separation, affects the lives of almost everyone. Phenomenex's chromatography products advance the future of scientific analysis and investigation, ensuring the quality of essentials like your food, water, shampoo, and even cold medication. We strive to provide the best tools and resources possible to help scientists improve...

  • Customer Service Lead

    1 month ago

    Torrance, California, United States Danaher Full time

    Chromatography, the science of separation, affects the lives of almost everyone. Phenomenex's chromatography products advance the future of scientific analysis and investigation, ensuring the quality of essentials like your food, water, shampoo, and even cold medication. We strive to provide the best tools and resources possible to help scientists improve...

  • Oil Refinery Security Command Center Officer

    1 month ago

    Torrance, California, United States Allied Universal Full time

    Allied Universal, North America's leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage,...

  • Oil Refinery Security Command Center Officer

    4 weeks ago

    Torrance, California, United States Allied Universal Full time

    Allied Universal, North America's leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage,...

  • Sales Lead

    1 month ago

    Torrance, California, United States Chico's FAS, Inc. - Retail Full time

    Join our fashion-obsessed team, dedicated to a styling and social experience that makes women feel beautifulPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer...

  • Sales Lead

    4 weeks ago

    Torrance, California, United States Chico's FAS, Inc. - Retail Full time

    We are customer obsessed, innovative, and have the best culture in retail.Join our team todayPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer experience and...

  • Sales Lead

    1 month ago

    Torrance, California, United States Chico's FAS, Inc. - Retail Full time

    Join our chic team, dedicated to a styling and social experience that inspires women to express their individualityPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great...

  • Sales Lead

    4 weeks ago

    Torrance, California, United States Chico's FAS, Inc. - Retail Full time

    Join our fashion-obsessed team, dedicated to a styling and social experience that makes women feel beautifulPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great customer...

  • Sales Lead

    4 weeks ago

    Torrance, California, United States Chico's FAS, Inc. - Retail Full time

    Join our chic team, dedicated to a styling and social experience that inspires women to express their individualityPOSITION OBJECTIVE:The Sales Lead is responsible for supporting Management in in promoting a customer and product-focused sales culture, where our values and guiding principles are at the forefront of all store operations, including great...

  • Team Manager

    2 weeks ago

    Torrance, California, United States American Honda Motor Full time

    What Makes a Honda, is Who makes a HondaHonda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success....