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Call Center Enablement

3 weeks ago

Detroit, Michigan, United States Ford Motor Company Full time

Job Description
Call Center Enablement & Quality Lead
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

Responsibilities
What you'll do...
The Call Center Enablement & Quality Lead plays a critical role in ensuring the Ford Secure/Stolen Vehicle Services call center partner team is fully equipped with accurate knowledge and delivers exceptional service. This individual will be responsible for developing and maintaining comprehensive knowledge resources, facilitating effective training, and conducting quality assurance reviews to drive continuous improvement in agent performance and the overall customer experience.

Knowledge Management & Documentation:

  • Assemble and rigorously maintain a comprehensive knowledge library and document repository for all Ford Secure business processes and product/feature offerings, ensuring agents have access to up-to-date and accurate information.
  • Collaborate proactively with cross-functional teams to validate information accuracy and currency, securing necessary sign-offs for all knowledge artifacts.

Training & Launch Support:

  • Facilitate engaging "Train the Trainer" sessions with the call center training team, effectively communicating new topics and addressing all inquiries to ensure successful knowledge transfer.
  • Lead the execution of launch processes to confirm new concepts are appropriately leveraged by the call center, providing immediate support and escalating issues that surface during initial phases.

Quality Assurance & Compliance:

  • Conduct thorough reviews of call center transcripts and recordings to ensure agent compliance with all process steps, adherence to appropriate tone and delivery, and the consistent provision of top-tier customer service.

Insight Generation & Continuous Improvement:

  • Generate and present actionable insights derived from quality findings to Operational leadership, contributing to strategic discussions for future tooling and process enhancements.
  • Identify and communicate specific coaching opportunities to call center leadership based on agent performance observations.
  • Deliver critical findings from call evaluations to the Secure Product team to inform product refinement and bug resolution, fostering a closed-loop feedback system.

Qualifications
You'll have...

  • Bachelor's degree
  • 3+ years' experience in Customer Experience or similar
  • 1+ years of CRM platform experience (Microsoft dynamics, salesforce or similar)
  • 1+ years of experience using Microsoft Office
  • 1+ years of call center operations experience

Even better, you may have...

  • Strong analytical skills, with the ability to synthesize complex data and develop actionable insights
  • Very proficient/skilled in data mining and working with Microsoft Office (Excel/PowerPoint)
  • Sound strategic thinking and problem-solving abilities, with a focus on delivering results.

  • Identify adjustments and gaps to solve/relieve customer pain points.

  • Creative thinker, problem solver, and resilient. Effective communication and presentation skills with the ability to influence and engage stakeholders at all levels of the organization to gain alignment toward vision/goals

  • Excellent verbal and written skills

  • Strong project management skills, with the ability to manage multiple priorities and meet deadlines
  • Passion for delivering great consumer experiences with an ability to empathize with our consumers
  • Self-starter – ability to work independently with minimal supervision in a fast-paced environment
  • Possesses strong people skills, demonstrating professionalism in all actions.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

  • Immediate medical, dental, vision and prescription drug coverage
  • Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
  • Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
  • Vehicle discount program for employees and family members and management leases
  • Tuition assistance
  • Established and active employee resource groups
  • Paid time off for individual and team community service
  • A generous schedule of paid holidays, including the week between Christmas and New Year's Day
  • Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits, click here:

This position is a range of salary grades 6-8 .

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week.