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Job Title: Call Center Manager

Company: WR Carpenters Automotive & Transports Ltd

Business Unit: Boroko Motors

Location: Port Moresby

Reporting To (Title): To Dealer Principal

Primary objective of the job:

In this role, is responsible for the day-to-day operations of our call canter, including managing a team of 4 call center attendants. The purpose is to ensuring that our customers receive the highest quality customer service possible and that they engage with customers & our data base effectively and regularly on Sales, Service and Parts issues.

Number of persons managed/supervised and their positions:

NIL

 

Main Duties and Responsibilities: (maximum of 10 duties)

  • Manage and oversee the day-to-day operations of the Call Center

  • Develop and implement Call Center policies and procedures

  • Hire, train, and develop Call Center attendants

  • Monitor and evaluate Call Center performance

  • Ensure that Call Center attendants meet or exceed customer service standards

  • Resolve customer complaints and issues

  • Work with other departments to improve the customer experience

  • Stay up-to-date on the latest Call Center technologies and best practices

 

Requirements

  • Bachelor's degree in business administration or a related field

  • 3+ years of experience in a Call Center management role

  • Strong leadership and management skills

  • Excellent communication and interpersonal skills

  • Ability to work independently and as part of a team

 

Functional Skills:

  • Experience with call center software and technologies

  • Knowledge of the automotive industry

  • Delegation: - Assign and delegate tasks to Call Center attendants

  • Communication: - Provide feedback and coaching to Call Center attendants

  • Motivator: - and inspire Call Center attendants to achieve their goals

  • Create a positive and productive work environment

  • Foster teamwork and collaboration among Call Center attendants

  • Identify and address any performance issues

  • Needs to be a problem solver, communicator and manager motivator to the team

 

 

Internal/External contacts:

Internal: Boroko Motor Team and various companies under WR group.

External: Company’s major clients & customers and NOGs.

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