Call Center Manager
15 days ago
Totowa
Job Description National Call Center Manager Empire Auto Parts – Remote (with travel) Empire Auto Parts is seeking a National Call Center Manager to lead our regionally dispersed call center teams operating under a centralized structure. This is a unique opportunity to shape and scale a national customer service and sales support operation for a leading distributor in the auto parts industry. What You’ll Do * Lead and inspire call center managers, supervisors, and agents across multiple U.S. regions. * Drive a centralized operational model that ensures consistent processes, training, and performance standards. * Oversee day-to-day inbound and outbound operations, ensuring high-quality service and sales conversion. * Monitor KPIs (service levels, first-call resolution, AHT, sales per call) and implement improvements. * Partner with Sales, IT, and Operations to align customer service with growth initiatives. * Build and develop high-performing teams, fostering accountability, recognition, and career growth. What We’re Looking For * 7+ years in call center leadership, including 3+ years managing multi-site or national operations. * Proven experience managing regionally dispersed teams within a centralized structure. * Strong track record in customer service excellence, sales support, and operational efficiency. * Skilled in CRM, telephony, and workforce management systems. * Data-driven leader with excellent communication, change management, and people development skills. * Bachelor’s degree required; MBA preferred. * Willingness to travel 20–30%. Who You Are * A strategic, customer-focused leader who thrives on building strong, unified teams. * Data-driven and adaptable, with the ability to balance national consistency with regional needs. * A talent developer who knows how to grow leaders and motivate teams across locations. What We Offer * Competitive base salary + performance-based incentives. * Comprehensive benefits (medical, dental, vision, 401k). * Professional development and career growth opportunities. * The chance to lead a nationally unified call center operation and make a lasting impact. Company DescriptionEmpire Auto Parts is a leading, fast-growing provider of aftermarket collision automobile parts to independent body shops, multi-shop operators, and dealer-operated body shops across twenty states throughout the Northeast, Mid-Atlantic, and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 900 team members.Empire Auto Parts is a leading, fast-growing provider of aftermarket collision automobile parts to independent body shops, multi-shop operators, and dealer-operated body shops across twenty states throughout the Northeast, Mid-Atlantic, and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 900 team members.