Call Centre Supervisor
Core
Lead and oversee the daily operation of a Customer Relationship Centre team, managing inbound and outbound customer contact activities.
Role type
Call Centre Supervisor
Builds
Customer service experiences and operational efficiency for Toyota and Lexus dealerships
Domain
Automotive retail / Customer service
Deliverable
dashboards & analysis
Required skills
Team leadership, performance coaching, call quality monitoring, complaint management, rostering, data privacy management, process improvement
Preferred skills
Experience in fast-paced environments, problem-solving, Microsoft Excel and Teams proficiency
Responsibilities
Lead, support and coach Customer Relationship Consultants; Set daily priorities, allocate bookings, and keep the team focused on service and performance targets; Monitor call quality, customer feedback, CRM activity and key performance indicators; Manage escalated customer enquiries and complaints; Coordinate inbound and outbound customer contact; Oversee customer data, privacy requests and record updates; Prepare daily and monthly results and identify opportunities to improve processes; Rostering CRC Team hours and schedules.