Call Center Manager

SUMMARY: The Call Center Manager will be responsible to lead and coach a team of managers and 

representatives in a fast-paced, dynamic call center environment. They will be overseeing the daily call center 

operations, focused on driving overall customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensuring top- tier service within the team for sales, call performance, customer satisfaction, and conflict 

resolutions to provide exceptional customer service. 

• Provide training to maintain a highly motivated, oriented team

• Schedule and monitor daily performance including, but not limited to checking metrics and observing 

customer interaction.

• Learn and comprehend phone software and capabilities to generate reports, monitor activity, and 

provide the best customer experience.

• Create and promote the cross-functional sales culture in the department; educate team members on 

autobody parts to service customer needs. 

• Assist customers and team members with account inquiries, account maintenance, problem resolution, 

and escalations. 

• Facilitate meetings with team members, provide performance feedback and recommend appropriate 

personnel actions.

• Perform other duties as assigned

QUALIFICATIONS:

• Prior experience in customer service and/or call center environment. 

• Excellent communication skills and ability to provide exceptional customer service.

• Bilingual in Spanish is a huge plus.

• Strong attention to detail and ability to multi-task.

• Ability to work in a fast-paced environment and meet deadlines.

• Strong computer skills and proficiency in Microsoft Office Suite.

• Familiarity with automotive parts and repair industry is a plus.

• Ability to work flexible hours, including weekends and holidays as needed.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an 

employee to successfully perform the essential functions of this job. Reasonable accommodations may be made 

to enable individuals with disabilities to perform essential functions. The employee frequently is required to sit 

and is occasionally required to stand and walk. Specific vision abilities required by this job include close vision.

Monday-Friday 8:30AM-5:00PM