Automotive Manager Level 1 Team
Core
Managing end-to-end delivery, performance, and governance of Level 1 Agent operations for a client's national team in the automotive sector.
Role type
Country Project Manager (Level 1 Agent Team)
Builds
Level 1 Agent service delivery and operational support for automotive clients
Domain
Automotive industry, customer service, technical support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Project management, people management, cross-functional coordination, data analysis & reporting, process management, stakeholder management
Preferred skills
Budget and forecast preparation, launching new services, process improvement, contact centre operations
Technologies
Microsoft Office, CRM, ticketing, case management, business intelligence/reporting tools
Responsibilities
Manage end-to-end delivery of Level 1 Agent service in-country, coordinate and coach Level 1 Agents, drive continuous improvement and innovation, lead and coach the Level 1 Agent team, act as primary operational interface for the national team, identify process gaps and implement improvements
Seniority
Manager, hands-on IC