Key Responsibilities

• Lead, coach, and motivate a team of call center agents to achieve performance targets
• Monitor attendance, schedules, and workload distribution
• Conduct one‑on‑one meetings and performance reviews
• Ensure all inbound/outbound calls meet quality and SLA standards
• Monitor calls (live and recorded) to maintain service quality and compliance
• Handle escalated customer concerns, including service complaints and warranty issues
• Track and analyze KPIs such as AHT, FCR, CSAT, and SLA performance
• Prepare daily and weekly performance reports
• Identify trends and recommend improvements to enhance customer experience
• Coordinate with service centers, workshops, and parts departments
• Ensure accurate booking of services and timely follow‑ups on pending cases
• Train new agents on CRM systems, customer service standards, and automotive services
• Mai...