Call Center - Team Lead

Overview

The Call Center Team Lead in the automotive industry is responsible for overseeing the daily operations of a customer service team, ensuring high levels of customer satisfaction, and aligning team performance with company goals. The role involves managing a team of customer service representatives (CSRs) handling inquiries, service requests, and complaints related to purchase and sale of cars.

• Team Management
  • Supervise, mentor, and motivate a team of CSRs to meet performance metrics (KPIs) such as customer satisfaction, call handling time, and first-call resolution.
  • Conduct regular team meetings and one-on-one coaching sessions to provide feedback and identify areas for improvement.
  • Manage the team’s schedule, attendance, and workload to ensure optimal coverage during operating hours.
• Performance Monitoring
  • Track and evaluate individual and team performance metrics and create action plans to improve productivity and service quality.
  • Conduct quality assurance (QA) assessments by monitoring live or recorded calls to ensure adherence to company standards and policies.
  • Set performance goals for the team and provide regular progress updates.
• Customer Service Excellence
  • Ensure that all customer inquiries are addressed promptly, efficiently, and professionally, maintaining a high level of customer satisfaction.
  • Resolve escalated customer issues, particularly complex cases, and act as the point of contact for higher-level complaints.
  • Collaborate with other departments, such as technical support, sales, and logistics, to provide holistic solutions to customer problems.
• Training and Development
  • Identify training needs within the team and provide coaching on customer service best practices, automotive industry knowledge, and product-specific information.
  • Lead onboarding and training for new hires, ensuring they understand company policies, automotive products, and service standards.
• Process Improvement
  • Identify opportunities for improving call center processes and workflows to enhance efficiency and customer experience.
  • Collaborate with the call center manager and other stakeholders to implement system improvements or new technologies.

What you’ll need

• Minimum of 5-6 years of experience in a call center environment, preferably in the automotive or a related industry.
• At least 2 years in a supervisory or leadership role within a customer service team.

• Strong leadership and motivational skills with the ability to manage and inspire a diverse team.
• Excellent communication and interpersonal skills for handling escalations and leading team meetings.
• Knowledge of the automotive industry, including common customer issues related to vehicles, parts, and services.
• Ability to multitask, prioritize, and handle a fast-paced environment.
• Familiarity with call center software and customer relationship management (CRM) systems.

High school diploma or equivalent required; an associate’s or bachelor’s degree in business administration, management, or a related field is preferred.