Call Center Team Lead Kavak Mexico

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 teamu2019s 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.

Customer Service Excellence

• 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.

Requirements

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 associateu2019s or bacheloru2019s degree in business administration, management, or a related field is preferred.

Key Metrics

First Call Resolution (FCR)

Average Handling Time (AHT)

Customer Satisfaction (CSAT)

Team performance and attendance rates

Additional Qualifications:

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