Assistant Manager - Contact Center & Customer Insights
United Motors Lanka PLCAssistant Manager - Contact Center & Customer Insights United Motors Lanka PLC has been moving people in comfort for over 80 years. As a trusted leader in the automotive industry, we continue to drive new standards of service, innovation, and engineering excellence. With our commitment to growth and customer satisfaction, we are expanding our operations island-wide. To support this expansion, we are seeking passionate, smart, and disciplined individuals who are ready to take on new challenges and grow with us. Join our team today by applying for the following vacancy. This role is uniquely positioned at the Intersection of frontline service and strategic analysis. You will be responsible for the operational excellence of our customer contact center while transforming customer interactions into actionable business intelligence. You will not only lead and motivate a team to deliver exceptional daily service but also own the customer feedback loop, analyzing insights to shape strategy across Sales, Marketing, After-Sales, and Operations. This is a critical role for enhancing our brand health, driving customer loyalty, and supporting the continued growth of the United Motors Group. Key Responsibilities: Manage the daily performance of the inbound/outbound contact centre, ensuring excellence in both sales conversion and customer relationship management. Motivate and drive the customer service team to achieve divisional objectives. Oversee daily operations of the call center, ensuring adherence to service standards and key performance indicators (KPIs). Ensure continues team performance improvements via performance feedback and training sessions on product knowledge, and call-handling techniques. Continuously evaluate and find ways to improve existing processes to enhance productivity, efficiency, and service quality. Collaborate with other departments (e.g., Sales, Marketing, Workshops, Branches and Operations) to ensure a seamless customer experience. Stay updated on industry trends, customer expectations, and best practices in customer service and call center management. Act as a point of escalation for customer complaints, ensuring timely and professional resolution. Monitor customer satisfaction levels and ensure consistent delivery of high-quality service. Coordinate customer feedback programmes through surveys, analyse feedback data to identify trends, recommend actionable improvements and present findings to the management. Own the customer feedback loop from the contact centre. Analyze trends in service satisfaction and sales experience. Prepare comprehensive reports for senior management that link marketing campaign performance, tele-sales results, and customer satisfaction scores to provide a 360-degree view of brand health. Continuously improve call scripts, survey questionnaires, and workflow processes to enhance efficiency and data quality. Qualifications & Skills: Bachelor's degree in Marketing, Business Management, or a related field. 4-6 years of experience in marketing, customer experience, or tele-sales operations, with at least 2-3 years in a leadership role managing a multi-function team. Proven experience with digital lead generation (Meta Ads Manager) and CRM/data analytics platforms. Deep understanding of the automotive industry sales and service lifecycle. Strong analytical mind with expertise in interpreting customer satisfaction data. Exceptional communication and interpersonal skills, with the ability to present insights and influence multiple departments (Marketing, Sales, Aftersales Service). A proven customer-centric leader passionate about building brand loyalty through every interaction. An attractive remuneration package in par with industry standards with excellent career development opportunities awaits the right candidate PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS
