Call Center - Team Lead

Dubai, United Arab Emirates | Posted on 09/23/2024

Who WE are? KAVAK is the number one e-commerce in the purchase and sale of pre‑owned vehicles with the fastest growth in Latin America. We work smart and make things happen, offering the easiest, safest and most transparent experience to buy or sell a car. But our journey doesn't stop there: at KAVAK our goal is global! Now our footprint extends to the vibrant GCC region as part of our expansion into the Middle East, in the pursuit of our one and only goal: to transform the automotive market around the world.

Today we have more than 180 Kavakees on the GCC team and growing, surrounding ourselves with the best talent to continue building the technology, processes, and products that make us the number one player in the pre‑owned car market.

Wanna join us on this exciting ride?

What will be your mission?

The Call Center Team Lead in the automotive industry is responsible for overseeing the daily operations of a customer service team, ensuring high levels of customer satisfaction, and aligning team performance with company goals. The role involves managing a team of customer service representatives (CSRs) handling inquiries, service requests, and complaints related to purchase and sale of cars.

Team Management

Supervise, mentor, and motivate a team of CSRs to meet performance metrics (KPIs) such as customer satisfaction, call handling time, and first‑call resolution. Conduct regular team meetings and one‑on‑one coaching sessions to provide feedback and identify areas for improvement. Manage the team’s schedule, attendance, and workload to ensure optimal coverage during operating hours.

Performance Monitoring

Track and evaluate individual and team performance metrics and create action plans to improve productivity and service quality. Conduct quality assurance (QA) assessments by monitoring live or recorded calls to ensure adherence to company standards and policies. Set performance goals for the team and provide regular progress updates. Ensure that all customer inquiries are addressed promptly, efficiently, and professionally, maintaining a high level of customer satisfaction.

Resolve escalated customer issues, particularly complex cases, and act as the point of contact for higher‑level complaints. Collaborate with other departments, such as technical support, sales, and logistics, to provide holistic solutions to customer problems.

Training and Development

Identify training needs within the team and provide coaching on customer service best practices, automotive industry knowledge, and product‑specific information. Lead onboarding and training for new hires, ensuring they understand company policies, automotive products, and service standards.

Process Improvement

Identify opportunities for improving call center processes and workflows to enhance efficiency and customer experience. Collaborate with the call center manager and other stakeholders to implement system improvements or new technologies.

What you’ll need

Minimum of 5‑6 years of experience in a call center environment, preferably in the automotive or a related industry. At least 2 years in a supervisory or leadership role within a customer service team.

Skills

Strong leadership and motivational skills with the ability to manage and inspire a diverse team. Excellent communication and interpersonal skills for handling escalations and leading team meetings. Knowledge of the automotive industry, including common customer issues related to vehicles, parts, and services. Ability to multitask, prioritize, and handle a fast‑paced environment. Familiarity with call center software and customer relationship management (CRM) systems.

Education

High school diploma or equivalent required; an associate’s or bachelor’s degree in business administration, management, or a related field is preferred.

Key Metrics

• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Team performance and attendance rates

Additional Qualifications:

Familiarity with automotive CRM tools and customer feedback systems is preferred.

Benefits

• Health insurance
• Life insurance
• Preferential price for retail cars upon completion of probation period
• 22 working days of holidays

Do you want to be part of this story?
Apply now!