Call Center Operation Management & Training

Job Title : Call Center Operation Management

Roles & Responsibilities :

Coordination with Kia India Call Centre for complaint registration and resolution processes (Inbound)

Email response monitoring & resolution

SNS complaint registration in Sales force & resolution

Training for Tele Callers on New Product updated & Launches

Product Knowledge test & Scenario based test for FTE

Certification of New Joiner- Tele callers

Motivation & recognition program for tele callers

Lead management system (Generation of Opportunity from open lead / 3rd party database)

Outbound tele calling survey conduct on customer database Need based

Work to enhance the call center efficiency & productivity.

Skill Sets :

5 8 years of experience in Customer Care department in Automobile & allied company. Preference would be passenger car experience. Energetic, self-motivated, service attitude, good planner & strong implementer Analytical skills, industry awareness & excellent communication & listening skills Good interpersonal skills in terms of dealer management, staff handling & customer grievance management Good presentation skills & proficiency in MS Office Qualification : Graduate / B. Tech/BE (Mech. / Automobile)/ MBA