CRM Team Leader
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Key skills for this role
About the Role
Lead and motivate call center agents, monitor performance, ensure quality standards, analyze KPIs, and enhance customer experience with strong communication skills.
Key Skills for This Role
Full Job Posting
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
- Maintain CRM data accuracy, call scripts, FAQs, and documentation
- Manage shift rosters, leave approvals, and system readiness
- Act as the first point of escalation and ensure timely issue resolution
- Drive initiatives to reduce complaints and improve customer retention
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