Call Center Supervisor

Company Description

Lexus Israel - Lex Motors is a fully Israeli-owned company responsible for the sales distribution of Lexus vehicles in Israel. Since its introduction in 2006, Lexus Israel has rapidly grown and become the #4 brand within the competitive premium segments. They are committed to providing exceptional customer service and high-quality luxury vehicles.

Role Description

• Oversees and manages customer service and sales representatives.
• Motivates and leads team members to achieve goals.
• Manages day-to-day operations of the call center, including queue management, coaching calls, and providing professional assistance to representatives.
• Responsible for meeting the call center's service and sales goals.
• Recruits, hires, and trains new representatives.
• Retains existing employees.
• Responsible for mentoring, coaching, and managing call center representatives professionally.
• Responsible for driving and leading sales through branch customers and managing proactive customer outreach.
• Continuously measures, tracks, and reports on representative performance.
• Works with internal and external stakeholders and multiple systems simultaneously.
• Generates daily/monthly reports, draws conclusions, and implements them in the call center.

Qualifications

• Previous management experience as a team leader/call center manager - required.
• Sales experience - required.
• Fluent in English.
• Analytical skills - generating reports, analyzing, setting goals, measuring, drawing lessons learned, and taking action for change and implementation.
• Excel knowledge - required.
• Omnichannel system experience - required.
• Full-time position, Sunday-Thursday, with overtime as needed.
• Experience working with digital systems and multiple media channels simultaneously.
• Initiative, creativity, and uncompromising service.