Call Center Operations Manager Jobs (NOW HIRING)

About Us:
BYOT Auto Parts is a leading self-serve auto recycler, where customers pull their own car parts after paying admission. We also purchase vehicles from customers in various regions, including Waco, Bryan College Station, Beaumont, TX, Baton Rouge, LA and Jackson, MS. Our call center is the hub of these operations, managing a high volume of calls daily.

Position Overview:
The Call Center Manager will oversee the operations of our call center, ensuring exceptional performance and customer satisfaction. This role involves managing a team of call center car buyers, monitoring and improving KPIs, and driving the success of our vehicle acquisition efforts. The ideal candidate will be a strategic leader with a strong background in call center management and a passion for driving results.

Key Responsibilities:

• Leadership & Management: Lead, mentor, and develop a team of call center car buyers, creating a positive and productive work environment.
• Hiring & Training: Hire, onboard, and train call center personnel, ensuring they are equipped to meet company goals.
• Coaching & Motivation: Coach staff through challenging customer service issues, motivating them to resolve difficult situations effectively.
• Performance Evaluation: Evaluate staff effectiveness and performance annually or as needed, managing employee performance, setting objectives, and recommending disciplinary actions when necessary.
• Team Meetings & Presentations: Lead team meetings and deliver presentations to executives on call center performance and improvement strategies.
• KPI Monitoring: Maintain and monitor key performance indicators (KPIs) to ensure the call center meets or exceeds its goals.
• Process Improvement: Continuously analyze call center operations and field activities to identify areas for improvement, implementing strategies to enhance efficiency and effectiveness.
• Close Rate Optimization: Work closely with the team to improve close rates and increase conversion rates for vehicle acquisitions.
• Driver Support: Assist drivers with quote-related issues, ensuring smooth operations and timely solutions.
• Ticket Management: Manage support tickets across all sites through Zendesk, ensuring timely resolution of issues.
• Customer Satisfaction: Communicate with dissatisfied customers and find satisfactory solutions to ensure a positive customer experience.
• Data Analysis & Reporting: Analyze call center data and prepare reports for upper management to identify opportunities for improving customer satisfaction and efficiency.
• Goal Setting & Action Plans: Develop monthly, quarterly, and annual call center goals and action plans to drive continuous improvement.
• Schedule Management: Prepare work schedules to ensure sufficient coverage and avoid operational disruptions.

Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers and team members.

• Problem-Solving Skills: Ability to quickly identify issues, troubleshoot problems, and develop solutions to ensure smooth operations.
• Time Management: Strong organizational skills with the ability to manage multiple tasks simultaneously and meet deadlines in a high-volume, fast-paced environment.
• Technical Proficiency: Familiarity with call center software, CRM systems, and ticket management systems like Zendesk.
• Customer-Focused: A deep understanding of the importance of delivering excellent customer service and the ability to coach teams to prioritize customer satisfaction.
• Adaptability: Ability to adapt to changing processes and workloads while maintaining high levels of accuracy and attention to detail.
• Team Collaboration: Must be able to work collaboratively with other departments to ensure the overall success of the company's operations.

Qualifications:

• Bachelor's degree in business, Communications, or a related field preferred.
• Proven experience in a call center management role, preferably in the automotive or related industry.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Experience with CRM systems and ticketing tools such as Zendesk.
• Exceptional communication and negotiation skills.
• Ability to work in a fast-paced, high-volume environment.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for career advancement within the company.

BYOT Auto Parts is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time
Salary Range: $45,000 - $55,000 Annually

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Microsoft Office: 3 years (Required)
• Sales: 1 year (Preferred)

Ability to Commute:

• Waco, TX 76705 (Preferred)

Ability to Relocate:

• Waco, TX 76705: Relocate before starting work (Required)

Work Location: In person