Call Centre Manager

*Job Title:* Call Centre Manager - Automotive Dealership

*Location:*Ernakulam

*Job Type:* Full-time

*About Us:*

We are a leading automotive group with a strong presence in the market, renowned for our exceptional customer service and commitment to excellence. We are looking for a highly skilled and experienced Call Centre Manager to join our team and lead our call centre operations, ensuring we maintain our high standards of customer satisfaction.

*Job Summary:*

We are seeking a results-driven Call Centre Manager to oversee the daily operations of our call centre, providing exceptional customer service, sales support, and lead generation for our automotive dealerships. The successful candidate will be responsible for leading a team of customer service representatives, optimizing call centre performance, and driving continuous improvement initiatives.

*Responsibilities:*

- Manage a team of 10-15 customer service representatives, providing coaching, training, and performance management to ensure high levels of customer satisfaction and agent productivity

- Oversee call centre operations, including call routing, call monitoring, and call quality assurance, to ensure seamless customer experience

- Meet or exceed sales and customer satisfaction targets, leveraging our CRM system and sales strategies

- Develop and implement strategies to improve call centre performance, including reducing wait times, increasing first-call resolution, and enhancing customer engagement

- Collaborate with internal teams, including sales, marketing, and IT, to ensure alignment with overall business objectives and optimize call centre technology

- Monitor and analyze key performance indicators (KPIs), including call volume, call duration, and customer satisfaction, to identify areas for improvement

- Implement process improvements and best practices to enhance call centre efficiency and effectiveness

- Ensure compliance with industry regulations, including consumer protection laws and data security standards

- Foster a positive and productive team culture, recognizing and rewarding outstanding performance and contributions

*Requirements:*

- 5-8 years of experience in a call centre management role, preferably in the automotive industry

- Proven track record of success in managing call centre teams and driving performance improvements

- Excellent communication, leadership, and problem-solving skills, with the ability to influence and negotiate with stakeholders

- Strong analytical skills and ability to interpret data to inform call centre strategies

- Experience with CRM systems, call centre technology, and workforce management tools, including [insert specific software or systems,

- Automotive industry experience a plus, but not required

- Bachelor's degree in Business Administration, Marketing, or a related field, with certifications in customer service or call centre management (e.g., COPC, CCMP)

*What We Offer:*

- Competitive salary and benefits package, including performance-based bonuses and comprehensive health insurance

- Opportunity to work in a dynamic and growing industry, with a focus on innovation and customer satisfaction

- Collaborative and supportive work environment, with opportunities for professional development and growth

- Comprehensive training program, including call centre operations, sales strategies, and leadership development

If you're a motivated and experienced call centre professional looking for a new challenge, please submit your application, including your resume and cover letter, to successstrategy@gmail.com

Job Types: Full-time, Permanent

Pay: From ₹75,000.00 per month

Work Location: In person