**Job Overview:**
Southwest Auto Collection is seeking a dynamic and motivated Call Center Manager to lead our Business Devolpment and Customer Relations team. As the Call Center Manager, you will be responsible for overseeing daily operations, ensuring high-quality service delivery, and driving performance excellence within the call center environment.
**Responsibilities:**
- Lead and manage a team of customer service representatives to achieve performance goals and targets.
- Develop and implement strategies to enhance customer satisfaction and improve overall call center efficiency.
- Analyze call center metrics and data to identify trends, areas for improvement, and opportunities for optimization.
- Provide coaching, training, and mentorship to team members to foster a positive work environment and promote professional growth.
- Collaborate with other departments to address customer issues, escalate complex cases, and streamline processes.
- Monitor call center performance through quality assurance measures and implement corrective actions as needed.
- Oversee scheduling, staffing, and resource allocation to ensure adequate coverage during peak hours.
- Maintain up-to-date knowledge of industry best practices and implement innovative solutions to enhance customer service delivery.
**Experience:**
- Proven experience in a call center management role with a track record of successfully leading teams to meet or exceed performance targets.
- Strong leadership skills with the ability to motivate and inspire team members towards achieving common goals.
- Excellent communication skills to effectively interact with team members, stakeholders, and customers.
- Proficiency in analyzing data, identifying trends, and making data-driven decisions to improve call center operations.
- Project management experience is a plus.
- Multilingual abilities, especially in English and Spanish, are advantageous.
- Prior experience in sales or supervising roles is beneficial.
- Prior Automotive experience is strongly desired.
Join our team at Southwest Auto Collection as a Call Center Manager where you can make a significant impact on our customer service operations while fostering a collaborative and supportive work environment. Apply now to be part of our dedicated team!
Job Type: Full-time
Pay: $60,000.00 - $150,000.00 per year
Benefits:
- Dental insurance
- Disability insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Ability to Commute:
- Arkadelphia, AR 71923 (Preferred)
Ability to Relocate:
- Arkadelphia, AR 71923: Relocate before starting work (Required)
Work Location: In person