Brand Engagement Center (BEC) Supervisor

Team Management, Coaching, and Development

Leadership Engagement

Maintain quality service by overseeing performance KPIs, trends, and identify action plans to address areas of concern

Strategic Work

Other

Working Relationships Describe the jobholder's most frequent internal and / or external contacts. Do not include contacts with the direct manager / supervisor or subordinates. Contact (i.e. Financial Analyst) Purpose of Contact (i.e To discuss budget for upcoming project) Frequency of Contact (i.e. Weekly)

Operations Support teams e.g., QA, training, strategy

Provide QA evaluations, feedback on training and GEP

Daily / Weekly

Interaction with the field, including PDs

Case reviews and feedback from Region / dealers on guest support needs

Daily / Weekly

PQ&SS, Legal, Warranty, Marketing, HR

Support with warranty-related approvals and vehicle repairs; feedback on vehicles and / or "surprise and delight"; guidance with team member progressive performance management

Weekly / Monthly

Decisions and Accountabilities List specific decisions this position makes and accountable for.

Timely communication to guests, team, internal and external stakeholders and management.

Promote and build an inclusice, diverse, safe and cohesive team environment

Coach, counsel, and develop the team to meet performance expectations

Guide team efforts to deliver low effort guest experience for one and done contacts

Handle guest escalations to support team members and guest needs

Use Performance Dashboard and other resources and tools to review team members performance such as, metrics, comments, and data, identifing areas of strengths and improvement opportunities

Listen to team members calls and perform call "drop-ins" to gauge quality and tone of calls and also overall contact handling ability - also evaluates calls which contribute to performance scores in dashboard

Hold monthly meetings with each team member to provide guidance - performance guidance happens daily and formal meetings can happen during the week outside of official monthly meeting

Contribute to continuous improvement of processes and efficencies

Participate in recruitment by interviewing and assessing candidates and developing job descriptions

Write performance appraisals for representatives at FY end

Challenges Describe two to three most difficult problems this position faces and how they may be solved.

Job Description

Rev 1 / 09 Page 2 of 2

Examples of Challenges Approach / Solution

Out of warranty CSP decision making

Evaluate data provided by guest, region, or dealer; confirm information using resources to come to a decision that falls within parameters of CSP

Goodwill decisions

Evaluates data provided by guest, Region, or dealer and comfirms information using resources; identifies opprtunity to support guest loyalty; supports representative to provide guest support as needed

Representatives with performance or behavior challenges

Identfy behaviors that are impacting performance; have private interactions to identify reason for performance or behavior issues / challenges; address with plan of action and monitor; provide additional coaching or further action as needed

• Requirements : Knowledge and Skills List the knowledge, skills, experience, education, and / or licenses. Minimum Required Preferred
• Software platforms : Salesforce; tableau;

Software platforms : GEP; C360; Service Lane / tis; tableau; other

4 years or equivalent managing people

Strong contact center experience, positions helping people and demostrating respect such as, concierge, retail store, restaurant, etc.

Bachelors degree or higher

Analytical, problem solving, teamwork

Proven ability to develop people

Must be able to multitask while using several software applications