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CAC Shift Leader

Company: Mercedes-Benz USA, LLC
Location: Atlanta
Posted on: November 23, 2020

Job Description:

CAC Shift Leader About Us Mercedes-Benz USA, headquartered in Atlanta, GA is one of Fortune's 100 Best Companies to Work For. Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Excellence. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks. Job Overview Support Supervisor and Team Leaders (TLs) in achieving the goals and vision of the CAC while ensuring the daily operations of departmental activities are maintained during non-conventional hours. Take incoming calls, handle escalated calls, monitor attendance, monitor workforce applications, train new hires, and ensure KPI''s are met, and take necessary actions to enhance departmental efficiency. Act as the go-to person, assuming full authority for decision making responsibilities in the absence of TLs and Supervisor. Responsibilities - Monitor and review daily performance of all agents in the department intra-day. - Record the number of customer contacts per shift, hours worked, agent''s compliance to daily schedule, and report information via internal channels. - Distribute and review department work, monitor and train part time employees to ensure agents are knowledgeable regarding product, procedures, services, and C1C. - Accept and resolve escalated customer calls referred from within and outside the department and determine expeditious course of action (speaking directly with customers, calling dealers, vendors, market teams, etc.). - Review the following reports for accuracy, efficiency, and trends: Aspect phone report, Empower compliance report, CAC RAP offered calls report, Dealer in and out of service report, and Dealer pager status report. - Maintain program systems/equipment, ensuring all systems are fully functional. - Ensure all departmental websites and resources are kept current. Routinely monitor agent's performance and work with TLs to identify and coach employees on a continuous basis to ensure the quality of responses meet department and company standards. Receive incoming customer contacts with unique or specific requests for information pertaining to MB products, operations, programs, sales and/or service concerns. - Assist department in the scheduling of agent training classes, ensure Empower reflects updated/accurate schedule for agents. Communicate any concerns with agents or incidents that may take place in the department during non- traditional hours to Supervisor or TL. Qualifications (Accredited school) or equivalent work experience with emphasis in: Must have 1 - 3 years (total) of experience in the following: Administration --> General Knowledge of administrative procedures, process/project development, and system procedures. Automotive-Retail --> General Knowledge of retail processes and procedures, with emphasis in new and Pre-owned sales, accessories, service and parts. Business - General --> General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization. Parts and Accessories --> General Knowledge of parts and accessories businesses, marketing strategies and other business practices. Processing --> General Knowledge of processes, quality control, costs, and other techniques in order to achieve maximum efficiency. Additional Information Must have excellent communication skills - both written and verbal. Must have excellent interpersonal capabilities. Must have a basic knowledge of call center matrix and overall operations. Ability to think on your feet and carry out directives - oftentimes on short notice. Ability to lead teams in a professional setting. Ability to monitor progress while managing various assignments. EEO Statement Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law. Mercedes-Benz USA, LLC United States of America-Georgia-Atlanta One Mercedes-Benz Drive (US30328C) One Mercedes-Benz Drive Atlanta, 30328 One Mercedes-Benz Drive Atlanta

Keywords: Mercedes-Benz USA, LLC, Atlanta , CAC Shift Leader, Hospitality & Tourism , Atlanta, Georgia

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