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BDC Supervisor of Operations

1 month ago

New York, United States Mercedes-Benz Group Full time

Aufgaben

The Mercedes-Benz BDC Operations Supervisor is responsible for the daily oversight of all outsourced BDC operations through our 3rd party vendor. The goal is to manage the supplier with key performance indicators (KPIs) and maintain a level of accuracy, handling times, quality, and satisfaction with our call center, which services sales and service.

Responsibilities

* Deliver a branded-customer experience focusing on hospitality, concierge, knowledge, support, and care of our clients.
* Service requests through 3rd party for customers on product, sales inquiries, appointment setting, complaint resolution, inbound and outbound calling, lead management qualification, sales appointment requests, special events, recall campaigns, and proactive sales follow-up and conquests.
* Oversee expenses and billing from 3rd party
* Report and improvement efforts with quality metrics where necessary during executive management meetings
* Improve overall quality by understanding and measuring why customers are calling and look for proactive ways to mitigate and reduce/improve services through technology, knowledge, training, communication, etc.
* Work with all departments on process definition and scope for supplier

The pay range for this position is 85k-95k.

Qualifikationen

* Preferred candidate must have a minimum of 5 years call center experience in a supervisory, team lead, or other management role. Must be focused on customer resolution, employee satisfaction, and skilled in management by KPI.
* Bachelor's degree in marketing, communication, management or related job experience for luxury manufacturer, BDC, call center or service center.
* Must have a passion for hospitality, elevating the customer experience and building a luxury brand experience
* Maintain a professional code of conduct at all times