Job Description

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisors KPIs are met (daily/weekly/monthly)
• Manages difficult calls by acting as first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
• Adheres to all schedules (Advisors / operations / Monitoring)
• Carries out annual performance assessment of team members (Account Advisors and Senior Account
  Advisors)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and
  maintain even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to
  increase Advisors efficiency with required SLAs and occupancy targets
• Logs and acts on clients requests
  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented
• Ensures that Team members adhere to RCC policies
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time
  in accordance to the plan.
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and
  quality in service delivery and provide value added to clients.
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding
  the failed area and take the correct action according to the company policies.
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
  

Requirements:

An automotive background in "Spare Parts" is must.

English Level C1.

• Technical Expertise:
  Strong knowledge of automotive systems, including engines, transmissions, electrical systems, and diagnostics, relevant to different automotive markets
  Teaching Experience:
  Prior experience as a technical trainer or instructor in a similar training context, with a proven track record of effectively delivering technical training.
  Language Skills:
  Proficiency in the local language(s) and English, as well as familiarity with technical terminology used in the automotive industry.
  Industry Experience:
  Substantial hands-on experience working in the automotive industry to provide real-world insights and practical knowledge.
  Certifications:
  Relevant certifications or qualifications, such as manufacturer-specific training, or teaching credentials recognized in the region.
  Understanding of different automotive Markets:
  Awareness of the specific challenges, regulations, and trends in different automotive markets, including common vehicle models and technologies.
  Communication Skills:
  The instructor should have exceptional communication skills to effectively convey technical information to hotline agents who may have varying levels of technical expertise.
  Passion for Education:
  Genuine enthusiasm for teaching and mentoring aspiring automotive professionals, coupled with a commitment to their professional development.
  Continuous Improvement:
  commitment to continuous improvement by staying updated on the latest automotive technologies, industry trends, and customer service best practices.
  Training Methodology:
  Familiarity with training methodologies tailored to adult learners and the ability to create engaging and interactive training sessions that cater to the specific needs of hotline agents.
  As for minimum experience, a solid background of 5-7 years in the automotive industry, with 2-3 years of teaching or training experience.