What to Expect
Locations we would consider:
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Køge, Denmark
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Oslo, Norway
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Stockholm, Sweden
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Helsinki, Finland
The Business Resolutions Supervisor will manage the team of Business Resolutions Partners & Customer Resolutions Specialist; our contact and support center for high level customer escalations.
You will be a key stakeholder for our field teams and work alongside the Regional Manager Tesla Support.
In this role, you will be responsible for streamlining and improving processes, maintaining the integrity of business policies as well as ensuring a world class level of customer satisfaction. The ideal candidate must be capable of building a 360-degree view of a given situation by addressing Service, Sales, Legal, Operational, and Financial factors in order to provide balanced solutions for both the customer and Tesla.
Strong analytical skills, combined with project and contract management skills are essential. You need to act independently and exercise a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Tesla’s interests in mind.
What You'll Do-
Manage a team with different roles & responsibilities. Understanding and shaping the scope of the different teams and drive strong performance through coaching and mentoring individual training needs.
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Coordinate the day-to-day business and proactively drive developments in your own business area.
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You excel at cross-functional stakeholder management by acting as a contact for agents, key figures and escalation cases in the region. You maintain a trust-based relationship with key stakeholders
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Analyze overall performance of the teams success, interpret KPI’s & drive improvements
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Manage and interface with both customers and internal stakeholders to resolve escalations efficiently, ensuring all involved adhere to deadlines as well as process and policy.
- Analyze contact driver trends to the team and seek opportunities to reduce in collaboration with field teams
- Knowledge on vehicle systems, partnering with internal teams, including external discussions with consideration for our customers
- Proactively review assets to determine potential corrective actions, provide field support to ensure actions are completed without challenges
- Support special projects, field engagements, operational reporting and analysis as assigned
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Proven supervisory or management experience with sales or service operations in either a fast-paced or contact center environment
- Lead by example, with the ability to coach and mentor team members effectively
- Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
- Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
- Ability to excel in a team-based environment and achieve common goals
- Excellent problem-solving skills, and strong ability to take initiative and be proactive
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
