Call Center Manager

Job Description:

Penske Automotive Group is seeking a confident and reliable Call Center Manager to join our team in Indianapolis, Indiana. As a Mid-to-Senior Level position, the ideal candidate should have at least 6 years of experience in call center management.

Responsibilities: 1. Oversee the daily operations of the call center, including monitoring call volume, staffing levels, and performance metrics. 2. Develop and implement strategies to improve customer service and satisfaction levels. 3. Train, mentor, and motivate call center agents to achieve performance goals and targets. 4. Monitor and evaluate agent performance through call monitoring, coaching, and feedback. 5. Ensure compliance with company policies, procedures, and quality standards. 6. Collaborate with other departments to address customer concerns and escalate issues as needed. 7. Analyze data and generate reports to track key performance indicators and identify areas for improvement. 8. Manage call center budgets and expenses to optimize efficiency and performance.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in call center management, with a track record of achieving performance targets. 3. Excellent communication and interpersonal skills. 4. Strong leadership and team management abilities. 5. Ability to multitask, prioritize, and work under pressure. 6. Proficiency in call center software and tools. 7. Knowledge of industry best practices and trends. 8. Certification in Call Center Management is a plus.

Personality traits: confident, reliable Soft skills: persuasion, emotional intelligence

Benefits: - Travel opportunities - Visa sponsorship - Retirement plan

Working environment: At Penske Automotive Group, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration to drive success in our dynamic industry.

Deadline to apply: 2024-06-10

Equal Opportunity Statement: Penske Automotive Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.