American Honda Motor Company, Inc. hiring Contact Center Team Lead in Torrance, CA | LinkedIn (2024)

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. 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 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 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 RewardsWhat 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 reimbursem*nt 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.