Responsable du centre de prise de rendez-vous - Quebec - Charlesbourg Toyota

    Charlesbourg Toyota
    Charlesbourg Toyota Quebec

    3 hours ago

    Full time
    Description

    Sommaire du poste

    Sous la direction du directeur de service, vous serez responsable de la performance et de la synergie du département de relance (BDC). Votre objectif est double : superviser votre équipe de manière efficace et identifier des opportunités de relance stratégiques pour assurer un flux constant de rendez-vous dans notre atelier mécanique.

    Responsabilités clés

    • Gestion et supervision : Encadrer, former et motiver l'équipe de relance. Veiller à l'atteinte des objectifs de groupe.
    • Contrôle de la qualité : Effectuer des suivis de performance et s'assurer que les standards de communication de la concession sont respectés par chaque agent.
    • Stratégie de relance : Analyser la base de données (CRM) pour cibler les clients à relancer (entretiens, rappels, suivis saisonniers).
    • Optimisation de l'atelier : Travailler de pair avec l'équipe technique pour combler les trous dans l'horaire et maximiser la productivité des mécaniciens.
    • Analyse des résultats : Produire des rapports hebdomadaires sur les volumes d'appels, les taux de conversion et les rendez-vous confirmés.

    Profil recherché

    • Expérience en leadership : Expérience concrète en supervision d'équipe ou en gestion de centre d'appels.
    • Expertise automobile : Bonne connaissance du milieu des services mécaniques et des cycles d'entretien.
    • Communication : Leadership mobilisateur, diplomatie et excellente maîtrise du français au téléphone.
    • Habiletés technologiques : Maîtrise avancée des logiciels CRM (ex: Serti, Reynolds, PBS) et de la suite Office.
    • Résultats : Fort penchant pour les résultats et la satisfaction client.

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