Job Description/Responsibility
- Lead, develop, and train a team of Order Management Specialists.
- Drive the team that is directly responsible for managing the end-to-end process of all TC+ transactions while providing world-class customer support.
- Contribute to the team effort by accomplishing assigned goals meetings and one on one’s, as well as monitoring phone calls for quality, and taking escalations as needed.
- Manage the OMS Dashboards and help with all reporting to our Partners.
- Review and off-ramp unfulfilled orders to ensure only true orders move through the process.
- Design/development of internal team processes including fraud review.
- Lead FS&S for team (forecasting, staffing and scheduling).
- Leverage fulfillment experience to oversee order flow, ensuring appropriate movement of orders from start to finish.
- Review/assess order stages and statuses, and make recommendations for additional detail to enhance reporting and provide direction for agent work efforts.
- Identify opportunities for continuous improvement.
- Take lead on call metrics review with the team.
- Deliver training and learning as needed and assist in development and updating of all call center scripts and trainings. In addition, take calls as queue demands so not to keep our consumers on a long wait time.
- Act as a primary point of escalation for consumers and dealers related to TrueCar+ program.
- Resolve user challenges by identifying the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, conducting follow-up to ensure resolution.
- Document consumers’ information and recurring technical issues to ensure product quality and development.
- Partner with internal and external stakeholders to drive continuous improvement of the program..
Education Requirements
- Bachelor/ Honors(Bachelor Degree in any Discipline) completed.
Experience Requirements
No experience is required.
Work Area
- Applicant should have experience of working in the following category(ies): Operation
Industry Type
- Experience should include the following skills: IT/Telecommunication
Job Location
Apply Instruction
Application Deadline: 17 Sep 2024
