Call Center Manager in Washington, DC at Passport Auto Group

Date Posted: 5/6/2023

Job Snapshot

Job Description

Customer Call Center Manager  


Job Type: Full-time 
Location: Passport Auto Group 
Job Description: 
We are seeking an experienced and highly motivated Automotive Call Center Manager to join our team. As a Call Center Manager, you will be responsible for overseeing and leading our automotive call center operations, ensuring the highest level of customer service and satisfaction. You will manage a team of call center agents, develop strategies to improve call center performance, and implement best practices to enhance customer experience. The ideal candidate should have prior experience in the automotive industry and possess strong leadership and communication skills. 

  • 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!   

Passport Auto Group: Family operated for more than 30 years.  

  • 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. 



Job Requirements



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