Posted 03 Jan 2025ClosesAbout us: Sime Motors is a leading automotive group in the Asia Pacific region, proudly representing prestigious brands such as BMW, MINI, Rolls Royce, Porsche, Volvo, Polestar, Volkswagen, and Jaguar Land Rover.
Our parent company, a diversified multinational group based in Malaysia, operates across key growth sectors in industrial and automotive industries, with a workforce of over 20,000 employees across more than 18 countries.
About the role: Located at our head office in Rydalmere, this role involves leading a team of 10 Customer Interaction Centre (CIC) Consultants for the BMW/MINI Aftersales Contact Centre, in collaboration with another team leader.
Reporting directly to the National Contact Centre Manager, your core responsibilities will include overseeing the team's performance, ensuring adherence to customer service standards, managing inbound and outbound calls, coordinating service bookings, and ensuring consistent process compliance.
This position is ideal for a leader who thrives in a dynamic, fast-paced environment, enjoys enhancing the customer experience, and focuses on delivering exceptional service.
Duties Recruiting, mentoring, coaching, and developing team membersDriving improvements in business performance and processesBuilding strong working relationships with key stakeholdersEnsuring performance standards are consistently metManaging call queues and daily tasksHandling escalation callsWorkforce planning and resource allocationSkills & Experience Proven track record of delivering resultsPrevious experience in leading and managing a teamStrong attention to detail and exceptional time management skillsExcellent analytical and problem-solving abilitiesOutstanding communication skills, both written and verbalSolid understanding of contact centre metrics and performance indicatorsIn return, you'll enjoy a supportive team environment, the opportunity to represent some of the world's most iconic automotive brands, and long-term career stability.
To apply for this position, click the "Apply Now" button below
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