Job Title: Call Center Manager

Company: WR Carpenters Automotive & Transports Ltd

Business Unit: Boroko Motors

Location: Port Moresby

Reporting To (Title): To Dealer Principal

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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.

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Number of persons managed/supervised and their positions:

NIL

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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

 

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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

 

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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.