Duties and Responsibilities:
Lead and manage the automotive customer service team
Handle escalated customer complaints and service issues
Monitor call center KPIs and ensure compliance with standards
Analyze customer feedback to enhance service quality
Collaborate with stakeholders to resolve customer concerns
Prepare operational reports and conduct training sessions
Implement process improvements for efficiency and customer experience
Manage workforce planning, scheduling, and performance
Requirements:
Degree or Diploma in Business Management or related field
3-7 years of experience in call center management
Automotive industry experience preferred
Strong leadership, communication, and problem-solving skills
Proficiency in CRM and call center systems