Inbound Sales Call Center Manager

We are seeking an experienced and dynamic Call Center Manager to lead our call center operations. 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

Job Description

• 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.
  
  

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Posted Salary Range

USD $116,600.00 - USD $145,700.00 /Yr.