Call Centre Manager - Luxury Car Dealership

Job Description

Description

We are seeking an experienced Call Centre Manager to oversee and manage the call centre operations for our luxury car dealership. The right candidate will be responsible for managing a team of call centre representatives, ensuring that customer needs are met with a high level of service and that the dealership's sales goals are achieved. The Call Centre Manager will work closely with the dealership's senior management team, as well as directly with customers to drive results and contribute to the overall success of the business.

Responsibilities

• Develop and implement strategies to achieve department objectives, including sales and service goals
• Manage the call centre team, including hiring, training, coaching, and ensuring team members are meeting performance targets
• Ensure customer needs are met by providing excellent service and support to all customers
• Monitor and analyze call centre performance metrics, identifying areas for improvement and implementing necessary changes
• Develop and maintain effective relationships with key stakeholders, including customers, dealerships, and senior management
• Ensure all call centre procedures and policies are up to date and in accordance with industry best practices and regulations
• Manage scheduling of call centre representatives to ensure adequate staffing levels and coverage at all times

Requirements

• Minimum of 5 years of experience managing a call centre operation, preferably in the automotive or luxury retail industry
• Demonstrable experience leading and developing successful teams of call center representatives
• Strong customer service and communication skills, with a proven ability to build and maintain effective relationships with customers and stakeholders
• Ability to analyze and make data-driven decisions in a fast-paced environment
• Strong organizational and time management skills, with the ability to multitask and meet deadlines
• Knowledge of call centre technology and software, including telephony and contact center systems
• Bachelor's degree in Business Management, Sales, or a related field preferred.

Skills