Marine Call Center Manager

Job Description

Yamaha has an excellent opportunity for a Marine Call Center Manager to join our Marine team in Kennesaw, GA. The position will oversee the Marine Service Call Centers and will manage all activities of the Marine Customer Relations and Dealer Support teams. This position will provide leadership, supervision, and strategic direction for Marine Customer and Dealer Support. This position will also be instrumental in fostering and maintaining a positive team culture, promoting collaboration and engagement within the call center and overall Marine Service Team. Additionally, the manager will regularly report to senior management, providing insights, actions being taken and recommendations based on call center performance data.

What you’ll be doing:

• Manage Call Center Supervisors to ensure continuous staff and team development.
• Oversee the existing resources of information, SOP, processes and approve new resources to support the growth, development and efficiency of the call center teams.
• Develop and maintain good working relationships within the Service teams to enhance customer satisfaction, warranty management, cost reduction, and technical training requirements.
• Set and anticipate goals, KPI, IDP and other performance targets for response time, availability, and documentation. Assist in managing the adjustment of resources to match the call volumes.
• Adopt and execute a plan to provide customer service improvement on all calls and contacts
• Support the management of Marine Goodwill Assistance by working within the guidelines and budget. Support all facets of product buyback and return processes.
• Manage interview and selection process for new hires. Manage the On Boarding processes, setting review dates, and confirming performance goals are on target. 
• Lead and monitor assigned service projects.
• Other duties as assigned.

What you need to be successful:

• Bachelor’s degree or equivalent combination of education and experience preferred.
• 5+ years’ experience with personnel management.
• 2-5 years’ call center experience.
• 5+ years’ experience in marine or powersports industries or similar industries a plus.
• Proficiency in MS Office (i.e., Word, Excel, Power Point, Outlook, etc.)
• Demonstrate superior customer service skills.
• Ability to lead, motivate and inspire the team.
• Must have a proven record of good administrative skills

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! 

What’s in it for you: 

• 401(k) and Profit Sharing
• Fertility Benefits 
• 37.5 hour work-week 
• Medical, Dental, Vision
• Life and AD&D Insurance Wellness Program 
• Short-Term Disability Coverage (for hourly roles) 
• Long-Term Disability 
• Student Debt Repayment Benefits 
• Ability to borrow Yamaha product 

Reports to: Department Manager

Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

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