Specialist - Contact Center performance (Automotive Lending)

Responsibility:

1. Contact Center Management

●Inbound Contact Center : Providing product/service information: Helping customers understand features and benefits and handling customer transactions for assisting customers with technical issues or errors.

●Outbound Contact Center Manager: Focuses on managing outbound call center operations, including sales and customer acquisition efforts.

●Generate reports on digital service quality and performance : Monitoring and evaluating agent performance, providing feedback and conducting performance reviews from various sources, including surveys, reviews, and social media.

●Propose and implement action plan : Improve the quality and performance of digital services.

●Collaborate : Collaborate with internal and external teams to address customer issue related to digital service quality.

●Conduct regular reviews : with legal and compliance teams to ensure that digital services comply with industry regulations, security standards, and accessibility guidelines

●Documentation : Maintain detailed documentation of quality control procedures, operation workflow & process, user manual, knowledge base

●Cost Management: Optimizing resources and controlling costs while maintaining service quality.

2. Incident Management and Troubleshooting:

●Identify, document, and track digital service issues, working with IT, development, and customer support teams to resolve them.

●Escalate critical issues that impact service delivery to appropriate stakeholders for quick resolution.

●Ensure that root causes of service failures are identified and resolved to prevent recurring problems.

Qualification:

●Strategic Thinking: Able to develop and implement long-term strategies for the contact center to improve performance and meet business objectives.

●Problem-Solving and Analytical Skills: Identify issues, analyze data, and develop effective solutions to address challenges in the call center for resolving customer issues effectively.

●Adaptability: The ability to adjust to changing business needs, technology advancements, and evolving customer expectations is vital.

●Quality Assurance: understand quality assurance processes and metrics and implement strategies to ensure agents are delivering high-quality service.

●Customer service skills: Handling customer inquiries with patience, empathy, and professionalism.

●Analytical skills: Understanding customer needs and recommending appropriate solutions.

●Time management skills: Handling multiple tasks and meeting deadlines.

●Teamwork skills: Collaborating with other representatives and departments.