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Contact Center Manager

1 month ago

กรงเทพมหานคร, Thailand Inchcape Full time

**Responsibilities**
- Build, train, and direct our growing Business Development Center department.
- Plan and develop Customer Experience through Business Development Center/Contact Center
- Be Business Development Center’s Systems Champion (Salesforce, CXP, Autoline, Protocol, other required systems).
- Developing and standardize leads nurturing process for all brands through Customer Journey which including all marketing funnels.
- Develop and manage reports weekly/monthly basis and upon request.
- Ensure that Business Development Center department metrics and goals are met or exceeded in relation to appointments set, appointments (show and sold) for internet and inbound phone leads.
- Assist in the training of Business Development Center team as related to the e-Sales office functions.
- Measure and maintain performance levels set by the company.
- Hiring, evaluating, managing, counselling, terminating, and disciplining of all Business Development Center personnel
- Be knowledgeable about sales, aftersales processes, Inchcape Thailand OEM brands, philosophy, and products.
- Attends sales, service, and management meetings.
- Maintains a professional appearance.

Qualification
- Bachelor’s degree in any field.
- Minimum 3 years’ experience in Call Center supervisor role are preferred.
- Ability to drive an exceptional Customer experience.
- Demonstrated communication and interpersonal skills.
- Organization and follow-up skills
- Possess excellent verbal and written communication skills.
- Good computer skills, including CRM, Microsoft Office, all reporting tools
- Good in English