Automotive Customer Experience Lead

6 days ago


Hyderabad, Telangana, India Firstsource Full time

Firstsource, a leading provider of customized Business Process Management (BPM) services, is seeking an experienced Automotive Customer Experience Lead to enhance operations in our Customer Care Call Center specializing in the automobile industry. The ideal candidate will oversee daily operations, optimize customer interactions, and ensure service excellence by leveraging best practices and team collaboration.

Key Responsibilities
  1. Team Leadership and Management: Supervise, mentor, and motivate a team of customer care executives; conduct performance evaluations and provide ongoing training to enhance team skills and knowledge; develop shift schedules and ensure optimal staffing levels.
  2. Operational Efficiency: Monitor daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT); identify and resolve bottlenecks, ensuring smooth workflow and operational effectiveness.
  3. Customer Experience Enhancement: Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions; monitor and analyze customer feedback to identify areas for improvement; drive initiatives to enhance customer retention and loyalty.
  4. Reporting and Analysis: Generate and present weekly/monthly reports on call center performance metrics; conduct root cause analysis on service gaps and implement corrective actions.
  5. Process Improvement: Collaborate with internal teams to streamline processes and adopt industry best practices; leverage technology, such as CRM systems and automation tools, to enhance service delivery.
  6. Compliance and Standards: Ensure adherence to company policies, industry regulations, and quality standards; stay updated with trends and developments in the automobile and customer service sectors.
  7. Finance: Manage billable hours and send invoices to customers.

We offer a competitive salary range of $70,000 - $90,000 per year, commensurate with experience, plus benefits and opportunities for career growth.



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