Contact Center Manager - 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?

We are seeking a dynamic and results-oriented Call Center Manager to lead our team to deliver exceptional customer experiences while fostering a culture of growth, accountability, and collaboration. The ideal candidate will balance a focus on operational performance, including key performance indicators (KPIs), with a strong commitment to developing their team and cultivating leadership potential at all levels.
This role requires a proven leader who can strategize, inspire, and execute operational excellence, ensuring our team exceeds expectations for service quality and efficiency.

Key Responsibilities:

Operational Leadership:

• Oversee daily call center operations to meet and exceed KPIs, including service levels, average handle time (AHT), customer satisfaction, and adherence metrics.
• Analyze call center performance data to identify trends, drive continuous improvement, and achieve strategic business objectives.
• Implement and refine processes, systems, and tools to improve efficiency and effectiveness.
• Ensure compliance with all company policies, procedures, and applicable regulations.

People Development and Leadership:

• Partner with Recruitment, training, and onboarding teams to ensure alignment with organizational values and goals.
• Coach and mentor team leads and agents to maximize their potential and advance their careers.
• Create and sustain a positive, inclusive, and collaborative work environment.
• Conduct regular performance reviews, providing actionable feedback and personalized development plans.

Customer-Centric Strategy:

• Champion a customer-first philosophy to deliver exceptional service experiences consistently.
• Collaborate with cross-functional teams to address systemic challenges, innovate solutions, and align customer service initiatives with company objectives.
• Solicit and act on feedback from customers and employees to improve satisfaction and loyalty.

Leadership Communication:

• Provide clear, consistent communication of goals, expectations, and progress to all levels of the team.
• Serve as a liaison between executive leadership and frontline employees, ensuring transparency and alignment.
• Foster a culture of recognition, accountability, and continuous improvement.

Qualifications:

Required Skills & Experience:

• Proven experience in call center management, with a track record of delivering strong performance results.
• Strong people leadership skills, including coaching, team-building, and conflict resolution.
• Analytical mindset with proficiency in data analysis and KPI management.
• Exceptional communication skills with the ability to inspire and influence at all organizational levels.
• Adaptability and problem-solving skills to thrive in a dynamic, fast-paced environment.

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.