Assessment Role Team A

MAIN DUTIES/RESPONSIBILITIES

1.     Administrative Oversight

o   Manage administrative tasks across the business, including fleet management, employment contract management, and document filing.

2.     Team A Responsibilities

o   Ensure efficient handling of out-of-scope cases and assessments, maintaining a strict turnaround time of two business days for returned assessments.

o   Educate and enforce compliance with out-of-scope policies.

3.     Escalation Management

o   Oversee the resolution of escalated cases, providing support to agents and technicians to ensure efficient and professional outcomes.

4.     Performance and KPI Management

o   Monitor and manage the KPIs for both Team A and Team B, ensuring grouping targets are met.

o   Continuously refine and improve strategies to maintain customer satisfaction and achieve results.

5.     Customer Satisfaction

o   Drive initiatives to enhance customer satisfaction, addressing any negative feedback or survey reviews.

o   Focus strongly on resolving and removing any one-star reviews through effective action plans.

6.     Support Functions

o   Provide assistance to dealerships and ensure their needs are addressed promptly.

o   Offer support to agents and technicians for case management and resolution.

7.     Communication and Strategy Implementation

o   Ensure the management strategy is consistently communicated, reiterated, and trained upon to achieve desired outcomes.

o   Optimize team calendars weekly to minimize lead times and improve efficiency.

8.     Email and Database Management

o   Oversee the upkeep and organization of the company’s Gmail account.

o   Conduct monthly database cleansing and inspection with agents to ensure data integrity.

9.     Reporting

o   Consolidate and deliver comprehensive monthly reports on team performance, customer satisfaction, and case management.

WHAT WE EXPECT

·       Strong leadership and organizational skills to manage diverse responsibilities effectively.

·       A proactive approach to resolving challenges and maintaining high standards.

·       Excellent communication skills to train, guide, and enforce strategies within the team.

·       A results-oriented mindset with a focus on enhancing operational efficiency and customer satisfaction.

·       Attention to detail to ensure data integrity and accurate reporting.

·       Commitment to fostering a collaborative environment that supports team growth and success.