Call Centre Manager

2 weeks ago

Granville, New South Wales, Australia Parramatta Toyota & Lexus of Parramatta Full time $90,000 - $120,000 per year

We are building a best-in-class Sales & Service Retention Call Centre team. Full of vision and experiencing growth, we are now directing our efforts to provide customer service excellence by establishing a new call centre to improve customer retention. As the current #1 Lexus dealership and making our way up the Toyota standings, we want to build on our success by ensuring all our customers "experience amazing" and have that "oh what a feeling" with us and choose to stay with us.

We need an experienced and motivated fulltime Call Centre Manager, preferably with automotive experience, to establish and lead a new retention team. This will involve setting up the location; staffing, training and managing the team; creating effective processes; measuring and maintaining success; and helping the team to meet KPIs for sales and service retention. We need someone to develop ways to raise the bar on our customer retention. Due to ongoing dealership renovations in our 3 sites over the next 12-18months, the role will initially be based in our Service Centre in Granville on Parramatta Road and then relocate to our site in Girraween.

To be successful you will need…

  • At least 2 years' experience working in a call centre as a supervisor/manager

  • Experience setting up and managing a small Call Centre team.

  • Prior experience in the automotive industry preferable

  • Ability to work fulltime in our Granville location initially and then transition to our Girraween location as the Call Centre grows.

  • Understanding of the value of retention and the ability to create processes and build relationships that will expand our current retention levels.

  • Ability to motivate and manage a team to work toward the achievement of KPIs

  • Knowledge of telecommunication systems and software

  • Proven measured success as a call centre supervisor or manager

  • Ability to leverage a staffing and facilities budget to achieve successful outcomes.

  • Demonstrated success in creating and training in effective processes.

  • Great team player ethics in a culture of collaboration and high performance.

  • Adaptable & flexible - especially in light of temporary relocations during renovations

Thinking you should apply…

If you have the experience and drive needed and you are interested to work with a dealership setting new standards in the industry, please apply. We appreciate the time and effort it takes in applying for this role and thank you in advance for your interest in working with our dealership. To be considered you must have full working rights in Australia, a valid driver's licence and the experience required. We will contact shortlisted candidates for an interview.

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