Call Center Manager

Location: Akron, OH (Hybrid onsite 2 days / week)

No sponsorship or relocation 

Goodyear. More Driven.

Position Description

Are you a skilled Call Center Manager with a passion for providing excellent customer service?  If so, join our team and be part of Goodyear’s new “Tire as a Service (TaaS) end to end tire management program.  The Call Center Manager will provide leadership support and direction to the Call Center team including managing the existing team and workload and build out the team to support future business growth demands. Additionally, you will be responsible for managing the day-to-day operations and creating/managing the operating budgets and ensure staffing levels and customer service are in place to take care of Tires as a Service customers. This position is accountable to advance Goodyear's competitive advantage through enforcement of high employee standards and high employee achievements.

Primary Responsibilities

• Lead the Call Center team to execute the operational strategy to achieve optimal performance. Ensure excellent customer service by implementing process changes that are being followed across shifts. Continue to drive efficiency in the process and look for new ideas to implement.
• Set expectations for training, development and performance management. Partner with the Quality Assurance team to deliver on key performance indicators (KPI)metric objectives (including quality, efficiency, and attendance scores). Perform live call monitoring to ensure quality of calls. Ensure training department is coaching and leading new associate to be set up for success.
• Identify and resolve system performance problems. Prepare and complete service action plans. Manage system and process improvement (including system audits and analysis), quality assurance programs, and system installation upgrades. Work with 3rd party vendors to ensure staffing levels are met.
• Ensure that escalated customer service issues are being handled properly and get involved where necessary. Participate in customer calls with regards to process and implementation.

Required Education and Experience

• Bachelor's degree
• 5 or more years of management experience ideally customer service experience in a call center or retail environment.
• Prior experience in resolving customer complaints and complex customer issues remotely
• Experience in performance management of a 24/7 operation
• Experience in administering training and continuous improvement plans

Desired Skills and Abilities

• Excellent written and oral communication (including presentations)
• Excellent customer service and analytical skills
• Strong organizational and planning skills
• Ability to use call recording and quality assurance software
• Basic computer skills, including Microsoft Office and related programs

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About The Goodyear Tire & Rubber Company 

Goodyear is one of the world's largest tire companies. It employs about 68,000 people and manufactures its products in 53 facilities in 20 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate. 

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information.