Call Center Manager in Washington, DC at Passport Auto Group

Job Description

• Manage day-to-day operations of the automotive call center, including overseeing call center agents, monitoring performance metrics, and ensuring adherence to established processes and procedures. 

• Develop and implement strategies to improve call center performance, such as optimizing call handling processes, reducing call wait times, and increasing first-call resolution rates. 

• Collaborate with other departments, such as sales, service, and parts, to resolve customer issues and provide timely and accurate information to customers. 

• Lead team meetings and coach and motivate team members  

• Hire, onboard and train call center personnel  

• Analyze call center data and prepare reports for management.  

• Evaluate staff effectiveness and performance annually or on an as-needed basis 

• Stay up-to-date with the latest industry trends and best practices in automotive call center management and implement them in the call center operations. 

• Foster a positive work environment by providing leadership, guidance, and support to call center agents, conducting regular team meetings, and promoting employee engagement and development. 

• Bachelor's degree in Business Administration or related field  

• 5+ years of experience in managing a call center team 

• Excellent communication skills  

• Strong leadership skills  

• Salary starting at 60k, commensurate with experience and FULL benefit package including health, dental and a 401k plan with a company match!   

• Very supportive and engaged senior management team.  

• Excellent training programs for all positions.  

• Areas top compensation packages and benefits.  

• Huge customer base and loyalty.  

• Excellent reputation for customer satisfaction  

• High volume sales and service operations.  

• Growth track potential within our auto group.