Automotive Technical Training Executive

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisors KPIs are met (daily/weekly/monthly)
• Manages difficult calls by acting as first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
• Adheres to all schedules (Advisors / operations / Monitoring)
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLAs and oc...