Job description

With a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.

We’re currently looking for a Team Lead for Consumer Affairs to join our team at our Customer Resource Center in Murfreesboro, TN.

This role has direct supervisory responsibilities over one of the Nissan Regional Consumer Affairs Specialists (RCAS) call center teams to improve overall agent quality and performance. Identifies Nissan RCAS agent performance issues and develops action plans for their improvement. Identifies and recommends process improvements. Collaborates with the Consumer Affairs Training and Quality group to identify agent and supervisory training requirements to improve the overall performance of the RCAS agent group. Coordinates with the Nissan field organization to maintain continuous improvement performance and to ensure that Consumer Affairs is acting as the “Voice of the Customer.” Contributes to building brand value and achieving enduring profitable growth.

Job Functions include but are not limited to:
Monitors, supervises and has overall responsibility for the performance of a RCAS call center team (regional assigned team, approximately 8 -15 contract agents).
Supervises RCAS agent performance in terms of KPI achievement, quality scores and goodwill management. Ensures individual RCAS agents achieve their daily customer commitments in term of callbacks and follow-up activities.
Analyzes and distributes data exhibiting current RCAS agent performance levels and comparison to established KPI’s or corrective action plans. Takes corrective action and develops remediation activities as required.
Conducts supervisor callbacks as necessary or required.
Responsible for implementing Consumer Affairs Standard Operating Procedures updates and revisions within their assigned RCAS team.
Provides process improvement suggestions to improve the customer experience. As required, provides direction and suggestions to the Training and Quality group to revise Standard Operating Procedures.
Reviews and approves customer check request reimbursements for timeliness, coding and overall accuracy prior to approval. Audits check requests as required.
Conducts monthly call /file monitoring sessions for agent quality evaluation; identifies areas requiring improvement, coordinates remediation activities as necessary.
Coordinates RCAS annual and ongoing performance evaluations to ensure corporate compliance and overall improvement of agent performance.
Develops and supports a climate of positive work environment that encourages RCAS agent job satisfaction.
Participates in Nissan Way training classes to improve management, supervisory and developmental abilities.

Minimum Qualifications:
Job Knowledge and Skill:
Excellent analytical skills; excellent interpersonal, oral and written communication skills; strong conflict resolution skills; good presentation skills. Good organization, project management, workflow management and process improvement skills. Good problem solving and decision-making skills.

Experience:
One or more years of directly related professional level experience is recommended.

Supervisory Experience:
One or more years in a work leader role coordinating the work of other employees or contractors is recommended but not required.

Education:
Bachelor’s degree in a related discipline

Computer Skills:
Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.

Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.

Nissan is committed to a drug-free workplace. All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.

All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

**Visa sponsorship for this position is not available at this time.**

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Murfreesboro Tennessee United States of America

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.