Outbound Call Centre Manager

5 days ago

Doncaster VIC, Australia Penfold Motor Group Full time $90,000 - $120,000 per year
  • Attractive salary package
  • Join a national company with dealerships across QLD, NSW, VIC
  • Enjoy access to our Staff benefits, including discounts on parts and servicing

Join our dynamic and rapidly growing team as an Outbound Call Centre Manager to lead our service department's outbound team.

Position Overview:

In this critical role, you will oversee all outbound communication efforts related to service bookings, customer retention, recall campaigns, and workshop load optimisation. You will be responsible for driving revenue growth, increasing customer retention, and ensuring a consistently high level of customer engagement.

Key Responsibilities:

  • Recruit, train, coach and manage a team of outbound service booking agents
  • Develop and execute call campaigns for servicing appointments, recalls, and seasonal promotions
  • Coordinate outbound booking volumes with workshop capacity
  • Track and report daily/weekly outbound performance metrics
  • Ensure all customer interactions reflect the dealership's values and brand standards

Requirements:

  • Strong leadership qualities with excellent communication and interpersonal skills
  • Intermediate level in Microsoft Office applications, including Word, Excel and Outlook
  • Ability to set goals and targets and organize a team
  • A thorough understanding of Business Development Centre operational practices and procedures
  • Knowledge of Service systems and procedures

Benefits:

  • Commitment to development and mentoring from your team
  • Competitive salary and performance-based bonuses
  • Access discounted rates on Bupa Private Health Insurance, prioritizing your well-being
  • Exclusive discounts on vehicles, parts and servicing
  • Benefit from our Employee Assistance Program (EAP), providing support and resources
  • Paid parental leave to support you and your family

Join Penfold Motor Group, a proud Australian-owned business and part of the Peter Warren Automotive Holdings family. We represent some of the finest vehicle brands and offer a complete range of services, including expert mechanical servicing, to cover all aspects of vehicle ownership. With over 330 dedicated employees across multiple locations in Victoria, our team is built on a foundation of extensive industry knowledge, outstanding sales and customer service, and leading expertise. We value our people as one of our greatest assets and are looking for passionate individuals to join our growing team.

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