Job Ref #: BSH-238
Industry: Call Centre
Job Type: Permanent
Positions Available: 1

Job Description

Main Job Functions:

As the Heavy Commercial Vehicles Call Centre Team Leader, you will play a pivotal role in overseeing and optimizing the daily operations of a dynamic call centre dedicated to supporting clients and stakeholders in the heavy commercial vehicle sector. Your leadership will ensure the team provides exceptional service, resolves issues efficiently, and maintains high customer satisfaction standards.

Key Responsibilities

• Plan, manage, and evaluate the daily HCV call centre operations, liaising with internal stakeholders, service providers, and customers to ensure protocol     adherence.
• Lead, mentor, and motivate a team of call centre agents, fostering a collaborative and high-performance work environment.
• Manage call queues, allocate resources effectively, and address any operational issues.
• Create and implement best practice HCV principles, policies and processes across the organization to improve operational and financial performance.
• Conduct regular training sessions to enhance team skills, knowledge, and performance, focusing on both technical aspects of heavy commercial vehicles and  customer service excellence.
• Monitor and evaluate team performance, providing constructive feedback and implementing improvement plans as necessary.
• Conduct root cause analysis of failures and take corrective action.
• Recommend optimal towing modes 
• Resolve problems concerning tows, recoveries, GIT, Spillages etc. 
• Support continuous improvement initiatives and identify inefficiencies and cost optimization opportunities.
• Interpret trends and analyse and review data. Provide meaningful HCV data to others in the organization to aid customer service and cost improvements.
• Set departmental objectives/KPIs and review and assess the ongoing performance of direct reports.
• Develop and maintain strong relationships with all connected with the HCV process.
• Ensure all completed cases are managed timeously.
• Ensure that the HCV vehicles are towed appropriately to reduce any damage.

 

Job Requirements

Job Requirements:

Skills and Attributes:

• Proven management skills with the ability to optimize team performance and development
• Highly skilled communicator with the ability to form and maintain good relationships internally and externally
• Strong interpersonal, negotiation, and influencing skills
• Customer focused
• Proven analytical, problem solving and organizational skills
• Strong planning skills with the ability to handle multiple projects through to completion and to manage competing priorities
• Commercial and financial acumen with a full understanding of the impact of failure in terms of business cost.
• Excellent attention to detail skills