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Contact Centre Manager

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BMW Group

14d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You should possess strong leadership skills, excellent communication, data analysis capabilities, and prior call centre management experience is desirable.
  • You will lead a team, analyze metrics for performance improvement, manage schedules, provide coaching, resolve escalated issues, and implement strategies to boost customer satisfaction.

Requirements

  • Strong leadership abilities to guide and motivate a team
  • Excellent communication skills
  • Ability to analyse data and make informed decisions
  • Prior experience in supervising or managing a call centre is desirable

Responsibilities

  • Supervise and lead a team of call centre representatives
  • Analyse call centre metrics to improve processes and performance
  • Manage call centre staff schedules and resources effectively
  • Provide coaching and training to enhance staff performance
  • Communicate with customers to resolve escalated issues
  • Implement strategies to enhance customer satisfaction and retention

FAQs

What are the primary duties of the Contact Centre Manager?

The primary duties include supervising and leading the call centre team, analyzing metrics to improve processes, managing staff schedules, providing coaching and training, resolving escalated customer issues, and implementing strategies for enhancing customer satisfaction and retention.

What skills are required for the Contact Centre Manager position?

Candidates should have strong leadership abilities, excellent communication skills, the ability to analyze data and make informed decisions, and prior experience in supervising or managing a call centre is desirable.

Is prior experience in a call centre necessary for this role?

While prior experience in supervising or managing a call centre is desirable, it is not explicitly stated as a strict requirement.

What type of team will the Contact Centre Manager be overseeing?

The Contact Centre Manager will be overseeing the After Sales Service team.

How does the company measure success in this role?

Success in this role is measured by team performance metrics, customer satisfaction levels, and the effectiveness of processes implemented to improve service delivery.

What opportunities are there for professional development in this role?

The role provides opportunities for coaching and training, which can enhance staff performance and contribute to the professional development of both the manager and the team.

Who will the Contact Centre Manager communicate with regarding customer issues?

The Contact Centre Manager will communicate with customers to resolve escalated issues and ensure their satisfaction.

What is the work environment like for the Contact Centre Manager?

The work environment is a call centre setting, focused on team leadership and customer service, with an emphasis on high-quality service delivery and performance management.

BMW Group

Automotive
Industry
1-10
Employees

Mission & Purpose

With its four brands BMW, MINI, Rolls-Royce and BMW Motorrad, the BMW Group is the world’s leading premium manufacturer of automobiles and motorcycles and also provides premium financial and mobility services. The BMW Group production network comprises over 30 production sites worldwide; the company has a global sales network in more than 140 countries. In 2023, the BMW Group sold over 2.55 million passenger vehicles and more than 209,000 motorcycles worldwide. The profit before tax in the financial year 2023 was € 17.1 billion on revenues amounting to € 155.5 billion. As of 31 December 2023, the BMW Group had a workforce of 154,950 employees. The success of the BMW Group has always been based on long-term thinking and responsible action. The company set the course for the future at an early stage and consistently makes sustainability and efficient resource management central to its strategic direction, from the supply chain through production to the end of the use phase of all products.

Benefits

  • High Work-Life Balance

    Striking a healthy balance between work and personal life is important to us. It keeps us motivated and productive in the long term and thus contributes to our company's success. We support our employees in this aim: through flexible working time models, with care obligations towards dependents, assistance with child care and provision of services and facilities promoting fitness and health.

  • Paid Holiday

    With our paid holiday, we always have enough time to pursue our wanderlust. Whether we feel like visiting countries abroad or just exploring our homeland, there’s no reason to rush. From our balcony or the mountains to exotic beaches, with the amount of free time we can explore, relax, recharge our batteries and simply enjoy life wherever we are.

  • Flexible Working Time Models and Home Office.

    We give special priority to the needs of women and men who wish to devote more time to the family on a temporary basis and also to employees with care obligations towards dependents. Far beyond the legal requirements the BMW Group offers employees the possibility of working flexibly: e.g. the options range from working from home or flexitime days through non-working shifts.

  • Performance-Related and Above Average Pay.

    As performance is highly valued at the BMW Group, we offer our talents performance-related pay that far exceeds legal and collectively agreed requirements. And holiday pay makes every trip even more enjoyable, but that’s not all by far.

  • Employee Vehicle Programme.

    Discovering that unique go-kart feeling – or simply enjoying sheer driving pleasure: all our colleagues have the opportunity to drive their very own BMW or MINI on particularly attractive terms. This way, for many talents enjoying work already starts on the way to the office. With our vehicle configurator, we can create our dream car according to our own wishes and then buy it at an attractive discount – it’s also possible to finance or alternatively lease it. But that’s not all, as we can also benefit from special conditions on a wide range of used cars.

  • Health Management Programmes.

    We want to keep our talents in the best of health. We have our own company healthcare service, which includes preventative measures, stress management, nutritional advice and health training, such as a cardiac sports group. Our medical officers always have time for us: whenever we need medical advice, we can just drop in. We also provide medical screening, vaccinations as well as first-aid kits before business trips abroad and a lot more.