Assistant Manager - Call Center

Job Purpose

Lead and develop our omnichannel contact center operations, overseeing a team of agents managing inbound/outbound calls, live chat, WhatsApp, email, and social channels. The role is responsible for delivering exceptional customer satisfaction, driving sales and aftersales revenue opportunities, and ensuring operational excellence aligned with organizational standards.

Principal Accountabilities

• Manage day-to-day operations of the omnichannel call center, ensuring consistent coverage and service quality.
• Develop and monitor KPIs such as SLA, AHT, FCR, CSAT, lead conversion, appointment bookings, and revenue targets.
• Implement workforce planning, scheduling, and agent allocation to balance efficiency and customer demand.
• Ensure strict adherence to Toyota and Lexus customer handling standards and brand guidelines.
• Monitor interactions across phone, chat, email, and social channels to ensure quality and accuracy.
• Implement quality assurance programs and root-cause analysis for customer complaints.
• Drive initiatives to improve CSAT, NPS, and first-contact resolution.
• Develop and execute outbound campaigns targeting service reminders, declined jobs, sales leads, retention programs, and accessory promotions.
• Identify upsell and cross-sell opportunities (service packages, parts, extended warranty, vehicle sales referrals).
• Work closely with Aftersales, Sales, Parts, Marketing, and CRM teams to align strategies and workflows.
• Optimize processes using data-driven insights to reduce customer effort and improve efficiency.
• Oversee CRM, telephony, omnichannel platforms, IVR journey, and call-routing logic.
• Generate daily/weekly/monthly reports for management, highlighting performance, trends, and improvement actions.
• Work with IT and vendors to ensure system performance, upgrades, and integrations.

Required Qualifications

• Minimum Bachelor's Degree
• Preferably with ISO / CX Certifications
• Hands-on experience in workforce planning, scheduling, and capacity management
• Knowledge of quality assurance, call monitoring, and complaint root-cause analysis
• Strong analytical, reporting, and data-driven decision-making skills
• Customer-centric mindset