Contact Center Manager - Outbound - AutoNation

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

So what do you say? Are you ready to be part of something big?

Overview:

We are seeking an experienced and dynamic individual to lead our Outbound Contact Center Team as a Manager. This role is pivotal in driving outbound sales and marketing initiatives, managing team performance, and ensuring a peerless customer experience. The ideal candidate will possess strong leadership skills, a proven track record in outbound call center management, and a passion for achieving targets and driving results.

Key Responsibilities:

• Team Leadership: Lead and motivate a team of outbound agents to achieve service loyalty targets, productivity goals, and quality standards. Provide coaching, guidance, and feedback to support individual development and enhance team performance.
• Campaign Management: Oversee the planning, execution, and optimization of outbound campaigns to maximize After-Sales opportunities and campaign effectiveness. Monitor campaign performance metrics and adjust strategies as needed to meet targets and objectives.
• Performance Monitoring: Monitor and analyze key performance indicators (KPIs) such as call conversion rates, average handle time, show rate and service loyalty metrics. Identify trends, areas for improvement, and opportunities to enhance performance and efficiency.
• Training and Development: Develop and deliver training programs for outbound agents to enhance sales techniques, service/product knowledge, and customer service skills. Ensure that agents are equipped with the necessary tools and resources to succeed in their roles.
• Quality Assurance: Implement quality assurance measures to maintain high standards of service delivery and compliance with company policies and regulations. Conduct regular call monitoring and audits to evaluate agent performance and adherence to quality standards.
• Reporting and Analysis: Generate regular reports on outbound campaign performance, service loyalty results, and agent productivity. Analyze data to identify areas of improvement, trends, and opportunities for optimization.
• Customer Relationship Management: Foster positive relationships with customers through effective communication and problem resolution. Address customer inquiries, concerns, and escalations in a timely and professional manner to ensure customer satisfaction and retention.
• Compliance and Risk Management: Ensure compliance with regulatory requirements, industry standards, and company policies governing outbound calling activities. Implement risk management strategies to mitigate potential liabilities and safeguard customer data.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or related field (preferred).
• Proven experience in outbound call center management, with a minimum of 3-5 years in a supervisory or managerial role.
• Strong leadership and team-building skills, with the ability to inspire and motivate others to achieve goals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with team members, customers, and stakeholders.
• Solid understanding of outbound sales techniques, customer relationship management principles, and call center operations.
• Proficiency in call center software and CRM systems (e.g., Salesforce, Genesys, Avaya).
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Results-oriented mindset with a focus on achieving sales targets and driving performance excellence.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement and professional development.
• Dynamic and collaborative work environment.
• Making a significant impact on outbound service loyalty performance and customer engagement.
• Join our team and lead our Outbound Contact Center Operation to new heights of success while delivering exceptional customer experiences and driving business growth!

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.