Assistant Manager - Contact Center & Customer Insights

Company: United Motors Lanka PLC

Role Summary

This role is positioned at the intersection of frontline service and strategic analysis. You will be responsible for the operational excellence of the customer contact center while transforming customer interactions into actionable business intelligence. You will lead and motivate a team to deliver exceptional daily service and own the customer feedback loop to shape strategy across Sales, Marketing, After-Sales, and Operations.

Key Responsibilities

• Manage daily performance of the inbound/outbound contact centre, ensuring excellence in sales conversion and customer relationship management.
• Motivate and drive the customer service team to achieve divisional objectives.
• Oversee daily operations, ensuring adherence to service standards and KPIs.
• Ensure continuous team performance improvements via feedback and training on product knowledge and call-handling techniques.
• Evaluate and improve existing processes to enhance productivity, efficiency, and service quality.
• Collaborate with departments (Sales, Marketing, Workshops, Branches, and Operations) to ensure a seamless customer experience.
• Stay updated on industry trends, customer expectations, and best practices.
• 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, analyse data to identify trends, and present findings to management.
• Own the customer feedback loop and analyse trends in service satisfaction and sales experience.
• Prepare comprehensive reports for senior management linking marketing performance, tele-sales results, and customer satisfaction scores.
• Continuously improve call scripts, survey questionnaires, and workflow processes.

Requirements/Qualifications

• 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.
• A proven customer-centric leader passionate about building brand loyalty.

Salary/Benefits

An attractive remuneration package in par with industry standards with excellent career development opportunities.