The Buyer Care Lead will focus on solving organizational problems by analyzing processes, workflows, and systems to identify opportunities for their improvement or automation and develop actionable roadmaps for improving workflows and processes. This person should be comfortable working with all levels of management to gain in depth understanding our strategy and services. The Lead will participate in regular meeting with management, assessing and addressing issues to identify and implement improvements towards efficient operations. The lead will improve, execute, and effectively communicate significant analyses that identify meaningful trends and opportunities across the business.

Knowledge, skills, and abilities:

• Provide internal support for departments that want to increase efficiently, productivity or profitability
• Conduct research through surveys, employee interviews, and review processes, and other information
• Develop processes and policies to replace or improve upon current methods
• Work with other departments as they implement, refine, review, and modify processes and systems
• Monitor and evaluate inbound and outbound interaction quality
• Provide feedback to improve performance and develop training programs
• Maintain databases and perform updated as necessary to ensure accuracy
• Regularly examine data reports to locate and resolve mistakes throughout
• Support various departments in reaching their goals through analysis

Education/Experience:

• Bachelor’s degree, preferably in computer science, 1 – 2 years of prior call center experience
• Ability to present finding in a polished way
• Advanced Microsoft Excel
• Prior IAA or Car industry experience preferred
• 6 Months Buyer Services Experience (Internal Candidates)

Work Conditions:

• Work occurs inside in a contact center/office environment
• Limited travel for occasional meetings required

• Ability to communicate effectively, both verbal and written
• Proven leadership and coaching skills
• Active listening skills to ensure all business areas are heard and to acknowledge different opinion
• Problem solving skills using analytical and creative thinking to resolve conflicting information, incomplete information, and missing information. Ability to interpret business needs and translate them into practical, operational requirements
• Decision-facilitation skills; after defining all the decisions that need to be made, communicate decisions and the information to the decision-makers to get buy in from everyone
• Focus on solving, and resolving issues escalated to them from the Buyer Care Specialists
• Understand company procedures, policies, and workflows
• Prepare, analyze, summarize various weekly, monthly, and periodic operational results for use by various key stakeholders, creating reports, specification, instructions, and flowcharts
• Evaluate key performance indicators, and provide ongoing reports
• Utilize a variety of software(s) and programs to extract data and provide recommendations for process improvement, operational efficiencies and bring those recommendations to the attention of the Director, Buyer Services/ Manager/ and Supervisors.
• Review “voice of the customer” phone/chat and surveys and recommend training opportunities to the team and the managers to improve the Net Promoter Score (NPS) and streamline processes.
• The ability to pull reports

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

 

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.  Employees will also receive 15 days of PTO each year.

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.