Looking for a skilled Call Center Manager with 5-10 years of experience in the automotive sector to lead our customer resolution team. Manage daily operations, customer complaints, service quality, and team performance.
Call Center Manager - Automotive
Reporting to: Managing Director
Location: Centurion
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