Call Center Manager

Are you ready to take your career to the next level? Turbocharged high-performance engine developer and manufacturer, Banks Power, is looking for a competent Call Center Manager to join our amazing team. In this role, you'll have the opportunity to plan and implement call center strategies and operations, enhance our systems and processes, and manage a fast-paced call center team that covers Sales, Customer Service, and Technical Support.

Main Responsibilities

• Manage a high-performing Sales, Customer Service, and Technical Support team. Provide ongoing coaching, training and performance management to elevate team capability and accountability
• Manage daily call center operations including scheduling, quality assurance, defining and monitoring KPIs, and people management
• Interface with the Production Planner to obtain shipment status and dates
• Develop and maintain SOPs, service standards, and training materials to ensure consistency and scalability as the call center grows
• Improve sales conversion through speed to answer, follow-up discipline, and the upsell program
• Build and refine scalable processes as the business grows. Drive continuous improvements
• Monitor and analyze call center key metrics—speed to answer, occupancy, conversion rate, first-call resolution—and translate insights into actionable improvements
• Ensure consistent use of CRM, phone, email, ticketing, AI and other modern call center tools to maintain high responsiveness, eliminate missed calls and accelerate follow-up
• Collaborate with Engineering, Production and other internal teams to resolve customer needs and ensure a seamless experience
• Work with internal partners to enhance call center tools (CRM, Lightspeed Voice, text messaging, ticketing system, dashboards, and automation) to boost efficiency
• Partner with supervisors of other teams to shape a service culture that drives retention and revenue
• Reinforce service standards and ensure consistent process across teams, shifts, and customer touchpoints
• Collaborate with cross-functional teams to refine customer messaging, reduce friction, and streamline workflows
• Deliver clear, data-driven reporting and insights to senior leadership
• Serve as a thought partner to VP of Sales and COO, bringing forward ideas, solutions, and operational improvements
• Other duties assigned by manager
  
  

Qualifications

• 7 years leading a call center, customer service or sales support team, with a strong track record of building, coaching, and holding teams accountable. Familiarity with ecommerce is a plus
• Bachelor’s degree preferred; equivalent experience demonstrating strong leadership and critical-thinking skills acceptable
• High technology fluency with CRMs, call center tools, phone systems, ticketing systems. AI literate. Proficiency in Microsoft 365
• Strong analytical skills and data-driven mindset, demonstrated experience in process improvement, change management, and cross-functional collaboration
• Excellent written and verbal communication skills with sound judgment and ability to operate independently
• Resilient, resourceful, and calm under pressure; able to make fast decisions in dynamic environments
• Proven ability to serve as a thought partner to senior leadership, driving outcomes without requiring detailed direction
  
  

Salary Range

$95,000—$110,000 USD

Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates’ experience, education, and specific knowledge, skills, and abilities.

Benefits

• Medical, dental and vision insurance
• Company-paid basic life, AD&D and long-term disability insurance
• Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
• 401(k) and 401(k) matching
• Vacation, Paid Time Off and Sick Leave
  
  

Perks

• A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members
• Open door policy, promote from within
• Veteran-friendly
• Employee Service and Recognition Program
• Food Truck Fridays
• Employee Referral Program
• Education Assistance Program
• Friends & Family discount on our top-line power-enhancing products
• Employee discount programs that help you save on family entertainment and thousands of items
• And much more!
  
  

Company Description

Banks are engine people. In a world of companies making disparate parts, Banks engineers the entire engine, not just high performance parts. The proof of Banks’ expertise is its list national championships and world records as well as the biggest military engine contract of the century. Of all the possible options, the U.S. military chose the Banks D866T engine for its high performance and durability. With over 65 years of breakthroughs and patents in high-performance gas and diesel engine development—including turbocharging and drivetrain, Banks has no rival.

To be a leader in aftermarket performance takes a tight-knit group of talented, like-minded people. We look forward to welcoming you to our award-winning team. Learn more about our company and career opportunities at Careers at Banks Power.

Banks Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Banks Power complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Address: 546 Duggan Avenue, Azusa, CA 91702