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Call Center Agent

Automotive/Motor Retail group seeking skilled Digital Sales Call Centre Manager . Head Office to lead the call centre team’s performance & improve service quality. Responsibilities: Determine Digital Sales Channel operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis. Hiring, training, coaching, & leading Digital Sales Channel call center staff members.Assisting Exec team in identifying trends & establishing Digital Sales Channel goals. Ensuring staff member achieve desired service levels and taking corrective action, as needed. Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Taking on other tasks or projects to support employees, other managers, and Digital Sales Channel operations. Responsible for operational support to the Digital Sales Channel department and dealerships. Develop and maintain good relationship with all stakeholders. Engage with dealership management in ensuring procedural discipline. Engage with end users on continuous basis, offer training onsite & track adoption. Update system info for users & dealers. Adherence to departmental & dealer processes re to system/s utilization. Testing of processes and providing feedback on shortfall. Email CV in Word Format to Felicia@defin.co.za/ Caroline@defin.co.za

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