CALL CENTER MANAGER

Promote TFSVN Financial Services as the top choice at Toyota dealers through outstanding customer service provided by the CRM team.
Develop Contact Center objectives and goals based on overall organization goals.
Monitor agent processes and the effectiveness of day-to-day activities.
Hire, train, and coach Contact Center agents/representatives in their day-to-day jobs as they provide customer support.
Inspire employee morale and decrease employee turnover. Motivate employees to improve performance and increase productivity.
Communicate strategic objectives while ensuring compliance.
Guide agents through difficult issues, angry customers, and complaints.
Implement and lead team meetings. Set agent expectations regarding processes and practices.
Provide appropriate tools, technology, and resources to produce quality work.
Support to deploy and apply the CRM system into suitable company workings.
Budget and track expenses and resources (people, technology, etc.).
Collect and analyse Contact Center statistics, identify Contact Center trends, and conduct quality assurance (QA).
Prepare performance and KPI reports for upper management.
Take on other tasks and projects related to employee support, customer experience, and Contact Center operations.
Handle customer inquiries, complaint and follow up customer inquiries where necessary.
Ensure all legal documentation is kept safely.
Working with other departments (Operation, Collection, Sale, F&A...) to support CRM staffs and maximize customer satisfaction.
Other duties/tasks assigned by Head of Dept.