Call Center Manager

Call Centre Manager

10-12 Years

Cochin, Kerala

Department: Customer Relationship Management (CRM) / Call Centre

Reports To: Business Head 

Company: Autobahn Group – Mahindra Passenger Car Dealership

About Autobahn Group

Autobahn Group is one of Kerala’s leading automotive business houses, representing multiple premium brands across the state. Known for its commitment to customer delight, innovation, and operational excellence, Autobahn has established a strong presence in both commercial and passenger vehicle segments. Our Mahindra Passenger Car Dealership in Cochin is focused on delivering a seamless and memorable customer experience across sales and service touchpoints.

Position Overview

The Call Centre Manager will lead and manage the centralized call centre operations for the Mahindra Passenger Car division. The role is responsible for overseeing inbound and outbound call functions, ensuring customer satisfaction, lead conversion, service appointment efficiency, and team performance. The position demands strong leadership, customer service orientation, process discipline, and the ability to drive continuous improvement in customer communication standards.

Key Responsibilities

1. Team Leadership & Operations Management

Manage the day-to-day operations of the Call Centre, including inbound inquiries, outbound follow-ups, lead management, feedback calls, and appointment scheduling.

Supervise, train, and motivate a team of Call Centre Executives to achieve daily, weekly, and monthly performance targets.

Develop rosters, monitor call handling times, and ensure adherence to call quality and service standards.

Conduct regular team reviews and coaching sessions to enhance customer interaction quality.

2. Customer Experience & Relationship Management

Ensure prompt and professional handling of customer inquiries, complaints, and follow-ups related to sales, service, and after-sales support.

Monitor customer satisfaction levels and implement initiatives to improve customer retention and Net Promoter Scores (NPS).

Collaborate with Sales, Service, and CRM teams to ensure consistent and accurate communication across all touchpoints.

Ensure all customer feedback and escalations are tracked, analyzed, and resolved within defined timelines.

3. Lead Management & Business Support

Oversee lead management processes through DMS/CRM systems (e.g., Mahindra DMS, AutoDAP, or other relevant platforms).

Ensure timely follow-up and closure of leads generated from multiple sources (walk-ins, website, campaigns, digital, and telephony).

Generate periodic reports on lead conversion, lost sales analysis, and call centre efficiency metrics.

Support marketing campaigns and customer outreach activities by deploying the call centre team effectively.

4. Process & Quality Control

Define standard call scripts, escalation matrices, and call quality monitoring systems.

Implement process improvements to enhance call handling efficiency and customer communication.

Maintain compliance with brand guidelines and data protection norms as mandated by Mahindra & Mahindra.

Track and report operational KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Lead Conversion Ratio.

5. Coordination & Reporting

Liaise with dealership management and Mahindra regional teams for call centre audits, feedback programs, and performance reviews.

Prepare and present weekly/monthly MIS reports on customer calls, complaints, and conversion metrics to management.

Coordinate with IT/CRM support for system functionality, data accuracy, and software updates.

Key Skills & Competencies:

Excellent communication and interpersonal skills (Malayalam, English, Hindi preferred).

Strong leadership and team management capabilities.

Analytical mindset with proficiency in MS Excel, CRM systems, and call centre analytics tools.

Customer-centric approach with the ability to handle escalations tactfully.

Result-oriented with strong follow-up and organizational skills.

Educational Qualification & Experience:

Graduate / Post-Graduate in any discipline.

10–12 years of experience in a call centre or CRM operations, preferably in the automotive retail or service industry.

Prior experience in a dealership environment or customer relationship management setup will be an added advantage.