Satellite Office Careers

Description

• Assist in the implementation of the company’s Client Support Team policies and procedures.
• Ensure all Client Support Team efforts serve to achieve immediate and long-term business goals, identifying and executing improvements for processes, content, and lead generation & processing for the dealership.
• Ensure we have sufficient staff coverage to achieve the business objectives. Assist in the management and roll out of rosters.
• Support the maintenance and development of internal Client Support Team templates.
• Be an escalation point for team members and other managers in the company for issues relating to the Client Support Team.
• Be a product matter expert for the use of the Lead Management System.
• The team lead should be the role model for how things are done within the team.
• Be a lead for training and constant engagement with the team, drive, influence and contribute to the team culture.

• Manage Filipino and Australian team members
• Escalate issues where necessary with Australian managers.
• Be a productive team member and assist in answering/handling client calls etc.
• Support the Client Support Team Manager in evaluating and establishing procedures and strategy.
• Daily monitoring of lead volumes to ensure correct coverage.
• Participate in the training of new staff.
• Monitor the daily goals for the Client Support Team agents and work with them individually looking for areas to improve their efficiency and conversion rates.
• Assist in maintaining a record of staff attendance.