What will be your mission?

The Call Center Team Lead in the automotive industry is responsible for overseeing the daily operations of a customer service team, ensuring high levels of customer satisfaction, and aligning team performance with company goals. The role involves managing a team of customer service representatives (CSRs) handling inquiries, service requests, and complaints related to purchase and sale of cars.

What will you do ?

Team Management

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  Supervise, mentor, and motivate a team of CSRs to meet performance metrics (KPIs) such as customer satisfaction, call handling time, and first-call resolution.
  
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  Conduct regular team meetings and one-on-one coaching sessions to provide feedback and identify areas for improvement.
  
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  Manage the team’s schedule, attendance, and workload to ensure optimal coverage during operating hours.
  

Performance Monitoring

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  Track and evaluate individual and team performance metrics and create action plans to improve productivity and service quality.
  
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  Conduct quality assurance (QA) assessments by monitoring live or recorded calls to ensure adherence to company standards and policies.
  
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  Set performance goals for the team and provide regular progress updates.
  

Customer Service Excellence

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  Ensure that all customer inquiries are addressed promptly, efficiently, and professionally, maintaining a high level of customer satisfaction.
  
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  Resolve escalated customer issues, particularly complex cases, and act as the point of contact for higher-level complaints.
  
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  Collaborate with other departments, such as technical support, sales, and logistics, to provide holistic solutions to customer problems.
  

Training and Development

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  Identify training needs within the team and provide coaching on customer service best practices, automotive industry knowledge, and product-specific information.
  
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  Lead onboarding and training for new hires, ensuring they understand company policies, automotive products, and service standards.
  

Process Improvement

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  Identify opportunities for improving call center processes and workflows to enhance efficiency and customer experience.
  
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  Collaborate with the call center manager and other stakeholders to implement system improvements or new technologies.
  

Requirements

Benefits

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  Health insurance
  
• Life insurance
  
• Preferential price for retail cars upon completion of probation period
  
• 22 working days of holidays