Raya CX is currently hiring an Automotive Team Leader

What will you do ??

• Supervise a team of technical support agents who specialize in resolving automotive-related issues for customers.
• Delegate tasks and ensure that agents meet daily, weekly, and monthly performance goals.
• Monitor the team’s performance through call monitoring, quality assessments, and customer feedback.
• Provide coaching, feedback, and development opportunities to ensure that team members maintain a high level of technical knowledge and customer service skills.
• Assist team members in troubleshooting and resolving complex automotive technical issues over the phone, chat, or email.
• Provide expert-level guidance on a wide range of automotive systems, including engines, electronics, transmissions, and diagnostics.
• Escalate unresolved or highly technical issues to higher-level technical support or engineering teams as needed.
• Keep the team informed of updates to automotive technologies, tools, and troubleshooting methods.
• Ensure that all team members provide accurate and timely information to customers, adhering to quality standards and protocols.
• Manage escalated customer complaints and resolve issues in a professional and efficient manner.
• Monitor customer feedback, identify trends in customer issues, and implement improvements in processes to enhance customer satisfaction.
• Conduct regular quality assurance reviews to ensure technical accuracy and consistency in customer interactions.

What will you need ?

• Minimum of 3-5 years of experience in a technical support role, preferably in the automotive industry.
• At least 2 years of experience in a supervisory or leadership role within a call center environment.
• Hands-on knowledge of automotive systems and components, including troubleshooting and diagnostics.
• Strong understanding of automotive systems, such as engines, transmissions, electrical systems, and diagnostics.
• Fluency in English.