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Digital Contact Center Supervisor
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- Generate revenue by creating high quality customer appointments and providing customers service standards that exceed customer expectations.
- Generate inflow from sales and aftersales repair order (Nissan, Infiniti, Renault, Autotrust and NXT) by delivering quality appointment and monitoring the daily targets and KPI for the team. Ensuring meeting the SLAs and KPI’s including leads to walk-in, conversion to appointments and Repair order creation.
- Ensure meeting the deadline of the surveys as per the business SLAs, ensure data is received fresh and on time and communicate with the team in case of delays or data discrepancy. Prepare the survey reports along with business excellence.
- Ensure all daily tasks are handled on time including web leads, emails, other requests from customer across the various customer touchpoints. Ensure abandoned rate doesn’t cross the target and all calls are answered within the service level.
- Generate appointments for the Nissan, Infiniti, Renault, Autotrust Sales and Aftersales functions and ensure that quality of appointments and professionalism on call is maintained.
- Ensure application of proper quality standards and brand specific guidelines to generate customer appointment and impact revenue and conversions.
- Maintain customer retention within the company by delivering proper customer service with professional behaviour and accurate information.
- Support the contact center with handling agent queries and immediate support to agents when required.
- Build rapport with internal stakeholders to increase overall customer retention and customer lifetime value.
- Support the team to provide superior experience via phones, e-mails as a receiver and caller.
- Ensure satisfaction of all inquiries, inbound/outbound contact from customers in a manner that matches effort to customer requirements and company value.
- Assist management with daily operation of the Contact Center to include development, implementation of staffing, training, scheduling, and reward/recognition programs.
- Provide attendance analysis of staff productivity and effectiveness.
- Ensure completion of weekly evaluation with quality team to work on recommendations and resolve any challenges faced over the call.
- Ensure completion of assigned training on time and attend trainings as assigned by the contact center manager.
- Support with the training of the new joiners and ensure job shadowing as requested by management.
- Ensure complete adherence to company policies and floor instructions.
- Display time flexibility towards shifts as per work floor requirements.
- Assure agents adhere to the Shifts, Punctuality, and attendance.
- Design & implement a monthly performance tracking scheme to evaluate team performance during the month.
- Design an incentive plan which awards top performers.
- Set up quizzing structure to be included in the monthly performance.
- Understands fully the management vision, communicate it to the team members and ensure meeting it.
- Make recommendations for open positions in the contact center.
- Ensure AW Rostamani procedures are followed correctly.
- Analysis of traffic volume on continuous basis. Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
- Participate in coaching, reviews, and training assessments of shift personnel in conjunction with department managers.
- Work closely with management to achieve team and department goals.
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