Call Center Manager

Overview

About Worldpac:Worldpac is a leading distributor of automotive replacement parts, serving the professional repair industry with a comprehensive selection of OEM and quality aftermarket parts. Our commitment to excellent service, innovative technology, and strong partnerships helps us remain at the forefront of the automotive aftermarket.

Position Overview:We are seeking an experienced and dynamic Call Center Manager to lead our call center operations in Oak Brook, IL. The ideal candidate will have a minimum of 5 years of call center 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 customer service representatives, driving performance metrics, and ensuring an exceptional customer experience.

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 call center management or supervisory role.
• Automotive industry experience preferred.
• 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.

Preferred Skills:

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

Pay Range

EEO Statement /Reasonable Accommodation Notice

Worldpac is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require accommodations to perform the essential functions of the job, please contact talent@worldpac.com for assistance.

Worldpac is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status.

Worldpac offers a comprehensive benefits package designed to support the health, financial well-being, and work-life balance of its employees. Key benefits include:

Health and Wellness:

• Medical, dental, and vision insurance plans to cater to various healthcare needs.
• Health Savings Accounts (HSAs) with company contributions for eligible plans.
• Flexible Spending Accounts (FSAs) for medical and dependent care expenses.
• Employee Assistance Programs (EAP) offering confidential counseling and support services.

Financial Benefits:

• 401(k) retirement plan with company match to assist in future financial planning.
• Life and Accidental Death & Dismemberment (AD&D) insurance for financial security.
• Short-term and long-term disability insurance to protect income during unforeseen circumstances.

Work-Life Balance and Additional Perks:

• Paid time off, including vacation days and holidays, to encourage rest and personal time.
• Employee discounts on products and services.

Location Type

Salary : $66,000 - $88,000