Global Valeo Service Help Center Operations Manager - Valeo Service

Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.

On the global Help Center worldwide scope for running countries (being in operations): 

Monitor and Optimize Help Center Performance

• Oversee and challenge the Help Center's activity and performance with the external supplier on a daily, weekly, and monthly basis.

• Ensure adherence to SLAs, NPS, and KPIs defined for this activity.

• Conduct various analysis supporting the performance and visibility of good points and pain points

Drive Continuous Improvement

• Analyse, monitor and as the result develop action plans to address performance gaps and ensure that necessary improvements are implemented, either by the external supplier or internally within the organization.

• Conduct bi-weekly follow-ups with internal divisions to review Help Center activities, market & customers needs & impact, followed by required actions.

• Ensure alignment between internal needs and external supplier performance, building a coherent improvement plan.

• Participate in building the Knowledge base and FAQ 

Standardize Processes

• Prepare and document improvements in Standard Operating Procedures (SOPs).

• Ensure consistent application of these processes by both external and internal teams.

• Cooperate with internal CRM team to ensure consistency with global CRM operations 

Forecast

• Prepare and monitor forecasts (3 months vision) with monthly updates by country, touchpoint and language.

Resource Planning, Training, Licenses  

• Ensure the external supplier maintains a team with the right profiles, participating in recruitment and validating candidates for the Help Center.

• Monitor training and certification of the external team to ensure its correct execution 

• Challenge the supplier to maintain a skilled and prepared team for uninterrupted operations.

• Manage and procure necessary licenses, including Salesforce, TecDoc, Partslinks, Translation etc., to maintain smooth operations. Cooperate with the Purchase teams if applicable. 

• Collaborate with the internal Training team to ensure continuous training for the external team on new-to-range products and services, equipping them with the essential knowledge to effectively address diverse customer inquiries. 

Finance & Purchase

• Oversee supplier invoicing and collaborate with the Finance team to ensure accurate cost allocation across countries.

• Work closely with the Purchase team to review and negotiate contracts with external suppliers supporting Help Center operations, driving significant cost savings for the organization.

• Identify and implement process optimizations within the Help Center to enhance efficiency, reduce costs, and strengthen business controls, ultimately improving profitability.

Reporting and Analytics

• Enhance Reporting capabilities of various reporting tools in collaboration with the internal Reporting team to provide actionable insights.

Communication 

• Be a true ambassador of Help Center activity by promoting it internally and externally - via various communication tools built in cooperation with internal and external communication team

On the scope of new countries/ new activities to be added in Help Center activity 

• Assist in preparation of new countries deployment/ new activities - to ensure the smooth and further guidance in operations 

• Contribute in omnichannel tool process design and tests

On the scope of overall aspects of Help Center activity 

• Maintain daily communication with the Help Center project leader and project team, highlighting key operational insights to ensure transparency and drive continuous improvement for future implementations.

• Support in preparation of the internal meetings, project steering committees 

Follow, contribute and align the budgets, middle year plans - for marketing aspects and run of Help Center activity as well for project aiming countries extension.

Qualification of successful candidate

• 8+ years experience in call center or customer service operations, with exposure to global operations and management 

• Vendor Management: Proven track record of managing relationships with external suppliers, including negotiating contracts and overseeing performance

• Performance Metrics Expertise: Deep understanding of KPIs, SLAs, NPS, and operational reporting, with a history of improving metrics;

• Communication: Exceptional interpersonal skills to effectively engage with stakeholders, internal teams, and external suppliers across different cultures and time zones. Sensitivity to cultural aspects. 

• Data-Driven Decision-Making: Strong analytical skills to monitor performance, identify trends, and make informed decisions based on data insights.

• Problem Solving: Quick thinking and creative problem-solving to address operational challenges.

• Resilience: Ability to thrive in high-pressure environments while maintaining focus and composure.

• Strategic Leadership: Ability to develop and execute strategies that align with the company's goals.

• Experience in automotive field will be an asset 

• Possibility to travel abroad

Languages

English - professional level in speaking and writing (company business language) 

French - will be an asset

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Join Us !
Being part of our team, you will join:
- one of the largest global innovative companies, with more than 20,000 engineers working in Research & Development
- a multi-cultural environment that values diversity and international collaboration
- more than 100,000 colleagues in 31 countries... which make a lot of opportunity for career growth
- a business highly committed to limiting the environmental impact if its activities and ranked by Corporate Knights as the number one company in the automotive sector in terms of sustainable development

More information on Valeo: https://www.valeo.com