Porsche Customer Interaction Center Team Leader

Position overview

The Team Lead will be responsible to manage team members and create an environment that inspires and motivates all to work together with the goal of creating a culture that enables team members of the Porsche Customer Interaction Center to achieve beyond expectations. The Team Lead must have a passion for delivering exceptional customer service and a strong commitment to leading teams to exceptional performance. It is also essential to know local consumer protection regulations for the Porsche Latin America Markets served.

Main Roles & responsibilities

• Transfer strategic guardrails into the daily operations of the Porsche Customer Interaction Center team
• Supervise an assigned team of Customer Interaction Agents (Level 1) to achieve Brand identified targets (10+ direct reports)
• Lead, mentor and coach teams to exceptional performance, overseeing day-to-day team operations and conducting regular one to one performance reviews
• Thorough understanding of the Consumer Protection regulations in the PLA markets the CIC serves. (Mexican PROFECO, required)
• Supervise and manage the Regional Specialist (Level 2) responsible for handling all customer cases and client escalations and provide guidance and mentorship to handle cases involving compensation following local regulatory requirements and Porsche specific policies
• Track Business KPI’s and ensure that the service level agreements are met or exceeded.
• Work closely with Workforce Management and Customer Experience Development teams to plan and manage shift schedules, workload distribution, and time-off requests, ensuring adequate staffing during peak periods.
• Ensure that all customer expectations are exceeded, ensuring high quality, consistent customer support across all channels and all the region, handling complex or escalated customer issues professionally.
• Evaluate and execute appropriate actions to improve or recognize employee performance, suggesting and implementing improvements to workflows and supporting processes.
• Create an inspirational, friendly, and approachable team environment, encouraging accountability, empathy and proactive problem-solving.
• Deliver on the Brand’s Mission, Vision, and Strategic Goals
• Support Personnel in accordance with Brand Standards
• Communicate new or revised Brand programs, product information, and proposed organizational strategies to enable Agents to deliver outstanding customer service consistent with Brand expectations
• Handle the escalated customer calls
• Participate in all Brand and product launch training
• Conduct regular meetings with Porsche leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving our customers and achieve both Call Center and Brand expectations, acting as a liaison between upper management and the support team, and being able to communicate the company feedback, updates and policy changes clearly to the team.
• Be an early warning system by focusing attention on customer complaints, and reporting data
• Demonstrate value to support business goals and objectives of Brand
• Manage large-scale projects including new business, modifying/developing and implementations of new center technologies
• Train and develop agents in VW/Porsche specific systems, with new hires as well as ongoing training for the team, being able to identify skill gaps and create development plans together with the team.
• Being able to gather internal customer and final customer feedback to identify improvement areas for the service and improve the training and development plan according to that.
• Ensure the team is effectively using customer support tools and report limitations to relevant teams.
• Mediate internal team conflicts and de-escalate high-stress situations when needed, maintaining composure and professionalism in high-pressure scenarios.
• Other duties as assigned.

Percentage of required travel: 10%

Schedule/Shift: Monday through Friday, 40-hour week, between 8am – 9pm in Auburn Hills Michigan. Hybrid (50% remote) position

The salary range for this role is $71,500-$82,500 per year. However, it is important to note that at Porsche compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset.Porsche reviews compensation regularly and may adjust base salaries to reflect market competitiveness.In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:Paid VacationPaid HolidaysPaid Sick leave401(k) matchMedical, dental and vision coverageTuition and certification reimbursementLife InsuranceShort and Long Term Disability CoverageSubsidized gym membership programSubsidized Porsche and VW leasing programs

Qualifications

Education

• Bachelor’s degree or Similar Level of Education

Experience

• At least 5 years in a leadership/supervisory role
• Fluent Spanish and English required

• Previous experience with the following:
• At least 3 years of Experience with a Luxury Brand
• Customer Relationship Management (CRM)
• Automotive experience (call center, dealership)

Skills

• Problem solving with strong critical thinking and decision-making abilities
• Deep understanding of customer satisfaction, empathy, and service excellence
• Ability to interpret performance metrics and suggest data-driven improvements
• Ability to work in a fast-paced, customer-focused call center
• Demonstrate strong customer experience skills
• Ability to supervise a team of individuals with differing levels of skill and enable them to achieve performance and quality standards
• Ability to identify operational opportunities for continuous improvement
• Ability to display initiative and offer solutions to enhance team’s performance
• Leadership & Team Management skills, the ability to motivate, coach, and manage team members effectively
• Ability to interact with employees regarding personnel / performance issues
• Ability to handle personnel issues with professionalism and maturity
• Displaying strong interpersonal skills
• Excellent verbal and written communication skills in Spanish and English, being able to clearly explain solutions and provide feedback
• Demonstrate strong organizational and business decision-making skills
• Ability to multi-task and have strong attention to detail, being able to work under pressure
• Comfortable with change and fast-paced environments
• Skilled in de-escalating conflicts and managing difficult conversations
• Ability to manage multiple projects while maintaining leadership responsibilities
• Strong Windows/PC, typing skills, Excel, PowerPoint
• Strong Experience in VW/Porsche IT-Systems (C@P, etc.)

Physical requirements:

• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. The noise level in the work environment and job site can be loud.

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Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.  

If you are an applicant from the state of California, please review the California Applicant Privacy Notice here. 

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.  

If you are an applicant from the state of California, please review the California Applicant Privacy Notice here.