Title: Call Center Manager (CCM) Service
Industry: Automobile
Location : Th
ane
Experience: 5+ years (Automobile service background preferred)
Job Purpose
The Call Center Manager (Service) is responsible for managing the automobile service call center operations, ensuring high customer satisfaction, efficient appointment management, complaint resolution, and coordination with workshop and service teams.
Key Responsibilities
- Manage day-to-day operations of the service call center
- Handle inbound outbound calls related to service appointments, follow-ups, and customer concerns
- Ensure timely service appointment booking and coordination with service advisors
- Monitor customer complaints and ensure quick and effective resolution
- Track customer feedback, CSI scores, and implement improvement actions
- Lead, train, and monitor call center executives/telecallers
- Prepare daily, weekly, and monthly MIS reports
- Coordinate with service, CRM, and workshop teams for smooth operations
- Improve call handling quality, response time, and customer experience
- Maintain call center KPIs such as TAT, conversion rate, and customer satisfaction
- CRM and DMS system knowledge
Educational Qualification
- Graduate / Postgraduate (Any stream)
Preferred Experience
- Prior experience as Call Center Manager / Team Leader in automobile service
- Experience in handling service CRM, appointment desk, and customer escalations.
This job is provided by Shine.com
