Call Centre Supervisor Automotive

We are looking for an experienced and results-driven Call Centre Supervisor to join our automotive customer engagement team.

The successful candidate will be responsible for supervising daily call centre operations, managing a team of Call Centre Agents, and ensuring effective handling of customer enquiries, lead qualification, appointment coordination, and customer follow-ups.

This role requires strong leadership, communication, and performance management skills, with the ability to maintain high standards of customer engagement and operational efficiency.

Key Responsibilities

• Supervise and manage the daily activities and performance of Call Centre Agents.
• Oversee the allocation and handling of customer enquiries generated through digital marketing campaigns and other channels.
• Monitor lead response times, customer engagement, qualification, and appointment management.
• Ensure effective customer follow-ups, appointment confirmations, and coordination with showroom Sales teams.
• Monitor team performance against established customer engagement and conversion KPIs.
• Review call quality, customer interactions, and CRM records to ensure accuracy and service standards.
• Provide coaching, guidance, and regular performance feedback to team members.
• Identify opportunities to improve call centre processes, customer engagement, and operational efficiency.
• Prepare daily and weekly performance reports covering lead management, customer engagement, appointments, and team productivity.
• Ensure compliance with CRM procedures, customer communication standards, and internal operational guidelines.

Requirements

• 3–5 years of experience in call centre operations, including at least 2 years in a supervisory or team leadership role.
• Proven experience managing customer engagement, lead management, or appointment-setting teams.
• Previous automotive industry experience is preferred.
• Strong leadership, coaching, and team management skills.
• Excellent communication and customer handling abilities.
• Experience working with CRM systems
• Good analytical, reporting, and problem-solving skills.
• Organised, proactive, and comfortable working in a performance-driven environment.
• Ability to work six days a week, including Saturdays.