RESPONSABLE CALL CENTER (F/H)
Core
Managing a Voice Call Center (VCC) team to drive revenue, optimize call operations, and ensure customer satisfaction.
Role type
Senior Team Lead / Manager, Voice Call Center
Builds
Revenue and operational performance for the VCC team
Domain
Automotive / Customer Service
Required skills
Team management, recruitment, resource planning, KPI analysis, process implementation, sales target achievement
Preferred skills
Stakeholder reporting, performance coaching, operational optimization
Technologies
Call center software, CRM, performance tracking tools
Responsibilities
Participate in recruitment and evaluate team members, plan resources based on client requirements and call volumes, animate daily call center operations, monitor revenue and VCC efforts (call volume, QOS, average basket), track performance indicators (revenue, productivity, wait times, abandonment rates), implement corrective actions, report to regional directors.