Objectives of the role.
- Assist in the implementation of the company’s Client Support Team policies and procedures.
- Ensure all Client Support Team efforts serve to achieve immediate and long-term business goals, identifying and executing improvements for processes, content, and lead generation & processing for the dealership.
- Ensure we have sufficient staff coverage to achieve the business objectives. Assist in the management and roll out of rosters.
- Support the maintenance and development of internal Client Support Team templates.
- Be an escalation point for team members and other managers in the company for issues relating to the Client Support Team.
- Be a product matter expert for the use of the Lead Management System.
- The team lead should be the role model for how things are done within the team.
- Be a lead for training and constant engagement with the team, drive, influence and contribute to the team culture.
Daily and Monthly Responsibilities
- Manage Filipino and Australian team members
- Escalate issues where necessary with Australian managers.
- Be a productive team member and assist in answering/handling client calls etc.
- Support the Client Support Team Manager in evaluating and establishing procedures and strategy.
- Daily monitoring of lead volumes to ensure correct coverage.
- Participate in the training of new staff.
- Monitor the daily goals for the Client Support Team agents and work with them individually looking for areas to improve their efficiency and conversion rates.
- Assist in maintaining a record of staff attendance.
Skills and Qualifications
- Past work experience as an BPO Team Lead or similar role.
- Cross-country experience
- Vehicle retail experience helpful
- Experience with analytics and lead management systems
- Excellent writing, communication, and presentation skills
- Proficiency in full Microsoft Office suite, especially Excel and PowerPoint.
Preferred Qualifications
-
Previous experience in the following areas would be highly regarded but not essential:
- Business/Commerce/Communications or similar degree
- Has passport and ability to travel internationally
