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call center assistant manager

2.00 to 3.00 Years   Navi Mumbai,Mumbai City, Thane   01 Apr, 2025
GoldenJobs Placement Solutions Pvt Ltd
Job LocationNavi Mumbai,Mumbai City, Thane
EducationNot Mentioned
SalaryRs 4.0 Lakh/Yr
IndustryAutomobile / Auto Ancillaries
Functional AreaClient Server
EmploymentTypeFull-time

Job Description

    Job Title: Call Center Assistant Manager Automobile Industry Location: [kurla] Department: Customer Service Reports To: Call Center ManagerJob Summary: The Call Center Assistant Manager is responsible for supporting the Call Center Manager in the overall operation of the call center within the automobile industry. This includes managing a team of customer service representatives, ensuring smooth daily operations, maintaining high service standards, and driving performance towards key service metrics. The Assistant Manager will be instrumental in resolving escalated customer issues, improving customer satisfaction, and ensuring efficient call center processes.Key Responsibilities:
    • Team Management: Assist in leading and supervising a team of customer service agents. Provide coaching, training, and performance feedback to improve the teams effectiveness and customer service skills.
    • Customer Service Excellence: Ensure that all customer inquiries are handled professionally, efficiently, and in line with the companys quality standards. Monitor and assess team interactions with customers to ensure satisfaction.
    • Operational Support: Assist in the daily operations of the call center, including scheduling, resource allocation, and performance tracking.
    • Escalated Issues: Manage and resolve complex or escalated customer concerns, particularly those related to automobile products or services. Work with relevant departments to ensure timely resolution.
    • Process Improvement: Identify areas for improvement in both team performance and call center processes. Implement best practices and new strategies to increase customer satisfaction and operational efficiency.
    • Performance Monitoring: Review and analyze call center metrics (e.g., call volume, response time, customer satisfaction) and provide reports to the Call Center Manager. Support in setting goals and KPIs for the team.
    • Collaboration: Work closely with other departments (sales, technical support, etc.) to ensure seamless customer experiences and address issues related to products or services.
    • Training & Development: Assist in the onboarding process for new hires and provide ongoing training on customer service skills, product knowledge, and industry best practices.
    • Compliance & Quality Assurance: Ensure the team adheres to the companys policies, standards, and legal requirements related to customer interactions, data privacy, and automobile industry regulations.
    Qualifications:
    • Education: Bachelors degree in Business Administration, Management, or related field preferred.
    • Experience: Minimum of 3 years of experience in a call center environment, with at least 1 year in a supervisory or management role, preferably in the automobile industry.
    • Skills & Competencies:
      • Strong leadership and interpersonal skills.
      • Excellent communication skills, both written and verbal.
      • Problem-solving abilities, especially in customer service scenarios.
      • In-depth knowledge of customer service principles and call center operations.
      • Ability to handle difficult situations calmly and professionally.
      • Familiarity with call center software and tools.
      • Automobile industry knowledge (products, services, customer expectations) is an advantage.
      • Ability to work under pressure and meet deadlines.
    Preferred:
    • Knowledge of automobile industry trends, products, and services.
    • Familiarity with CRM software or call center management tools.
    • Bilingual language skills are a plus.
    Working Conditions:
    • Full-time position.
    • [Working hours, including shifts if applicable].
    • Some weekends or evening work may be required.
    • Occasional travel may be required for training or other operational needs.

Keyskills :
call center managementcentercustomer servicecallmanager

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