Inbound Sales Call Center Manager

We are seeking an experienced and dynamic Automotive Parts Call Center Manager to lead our call center operations. The ideal candidate will have a minimum of 5 years of management experience, with a strong preference for candidates who have worked in the automotive industry. This role is responsible for overseeing daily operations, managing a team of 40 representatives, driving performance metrics, and ensuring an exceptional customer experience.

Job Description

RESPONSIBILITIES:

• Lead and manage a team of call center representatives, including hiring, training, coaching, and performance evaluations.
• Monitor call center operations to ensure service level agreements (SLAs), customer satisfaction, and operational goals are consistently met.
• Implement and maintain best practices for call handling, customer service, and issue resolution.
• Analyze performance metrics and prepare reports to identify areas for improvement and implement action plans.
• Collaborate with other departments to improve service delivery and customer satisfaction.
• Handle escalated customer issues and ensure prompt and effective resolution.
• Stay informed of industry trends and customer needs to proactively adjust strategies.
• Support system enhancements and process improvements that align with business goals.

QUALIFICATIONS:

• Minimum of 5 years of experience in a management or supervisory role.
• Call Center Exp. is a plus
• Automotive industry experience required.
• Proven track record of meeting/exceeding performance goals in a high-volume customer service environment.
• Strong leadership and team development skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Experience with call center technologies, CRM systems, and performance monitoring tools.
• Ability to thrive in a fast-paced, results-driven environment.
• Ability to travel up to 20% annually

Preferred Skills:

• Bilingual abilities are a plus.
• Experience with AS400, SAP, Salesforce, or similar platforms.
• Familiarity with automotive parts or logistics operations.

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