Bilingual CR Team Lead

Job description

Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road. Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture. We're a dynamic, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries. WHAT YOU WILL DO The overall purpose of this position is to deliver exceptional customer service to both internal and external customers and to provide coaching and direction to the Customer Relations Coordinators for information gathering and case handling including the handling of escalated cases. HOW WILL YOU MAKE AN IMPACT Leadership & Team Development Provide leadership and guidance to Tier 2 Customer Relations Coordinators by monitoring workload, performance, and development to ensure quality service and learning opportunities. Offer daily floor support as the first point of contact for team questions, ensuring quick and effective resolution. Provide guidance to Tier 1 and Tier 2 agents on general inquiries and complaints, ensuring consistent, customer-centric responses aligned with Hyundai’s values. Support team members in case handling, escalations, and complex inquiries while promoting accountability and a culture of improvement. Foster an engaged and positive team environment by celebrating wins, promoting collaboration, and making work enjoyable while staying focused on team goals. Performance & Quality Management Review employee metrics to ensure call centre objectives and service standards are achieved. Prepare, analyze, and coach back on production reports, including coaching logs, monthly/quarterly reviews, call quality, and training evaluations. Ensure daily case closure targets are met and adherence to workflows and processes is maintained. Escalation & Issue Resolution Manage Tier 2 escalations and ensure customer satisfaction through timely and effective resolution. Liaise with Zone Offices, Dealers, and internal partners for case investigations Training, Knowledge Management & Process Improvement Lead knowledge transfer of new and existing policies and procedures. Develop, maintain, and update training materials. Define, create, publish, and update Knowledge Base content for Tier 1 and Tier 2 agents. Facilitate training sessions, departmental cross-training, and weekly CR Huddles to support ongoing development and best-practice sharing. Identify operational gaps, recommend improvements, and support implementation of updated workflows. Lead and support continuous improvement initiatives to enhance efficiency and team performance. Recall Management Update the weekly Recall Report and ensure Tier 1 and Tier 2 agents are informed on current recalls, back orders, and remedy-not-available situations. Track recall-related cases and guide the team on handling recall inquiries. Support communication and escalation management related to recall activities. Systems, Tools & Cross-Functional Support Utilize the Connex system for tracking, reporting, and workflow management, ensuring process adherence. Serve as the departmental SME for Five9. Cross-train with the Bluelink Team Leader and act as designated backup during absences or high-volume periods. Participate in departmental and enterprise projects, ensuring timely execution, clear documentation, and alignment with Customer Relations goals. Reporting & Analysis Assist the Customer Relations Manager with weekly and monthly analysis, reporting, and operational insights. WHAT YOU WILL BRING TO THE ROLE Completion of a secondary school diploma and college, e.g., diploma / certificate / trade license.... or an equivalent combination of experience and education. 5-7 years of relevant experience in same or similar function. Excellent oral and written communication skills in both English and French. Good MS Office skills. Excellent supervisory/coaching skills. Good conflict resolution skills. OTHER DETAILS This posting is for an existing vacancy. Hiring Range: $70,300 - $89,000 The actual base salary offered is determined based on the successful candidate's relevant experience, skills, and competencies and considers internal equity Starting salary is typically offered in the lower to mid portion of the range, with placement determined by the successful candidate’s skills, experience, and internal equity considerations. Candidates with exceptional qualifications and directly relevant experience may be considered for compensation up to the maximum of the range. WHAT HYUNDAI CANADA CAN OFFER YOU • Be part of an Award-Winning Culture • Access Comprehensive Health and Dental Coverage from Day One, including up to $2,500 in Mental Wellness Benefits • Take Advantage of RRSP Matching • Participate in an Exclusive Car Leasing Program • Benefit from Flexible Start Times • Receive Competitive Paid Time Off • Explore Career Growth, Mentoring, and Tuition Support Opportunities • Celebrate Every Contribution and Career Milestone Through Our Internal Recognition Platform and Programs • Get Enhanced Maternity and Parental Leave Top-Up • Enjoy an Onsite Cafeteria and Game Room at our Markham Office • Opportunity for a Discretionary Annual Bonus Program WHAT HAPPENS NEXT Candidates will be reviewed on or before September 25, 2026. STILL INTERESTED? WHY NOT APPLY? If you are excited about this role, the automotive industry, or Hyundai Canada, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you? We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team. Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements. We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.