Call Center Manager - Automotive

Call Center Manager - Automotive

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