Manager, WBYC Call Center

Position Overview:

As a leader in the automotive industry, AutoNation is looking for an experienced Vehicle Purchase (WBYC) Call Center Manager who can drive the creation and day-to-day operation of our new Vehicle Purchase (WBYC) Call Center in Tempe, Arizona. Supporting our “We Buy Your Car” marketing efforts, this is an opportunity help lay the foundation for call center operations, as we build the next generation Vehicle Purchase (WBYC) Call Center for the Company. The Call Center will be responsible for professionally handling the service requests for all customers in the Arizona Market.

In this role, you will regularly interact with dealership General Managers, Market and Region teams, Human Resources, and other AutoNation support Associates.  The Manager will work onsite at one of our locations located in Tempe, Arizona.

Job Responsibilities:

• Lead call center operations through the development of a successful team, and the processes needed, to position the operation to support current and anticipated growth.
• Develop processes that ensure requests from the community regarding the Company’s “We Buy Your Car” Program are responded to in an accurate and timely manner, helping deliver the peerless customer experience AutoNation aims to provide.
• Ensure the Call Center develops a method of consistent communication with WBYC Drop Off Locations in the Arizona Market to provide for a seamless customer transition.
• Maintain a constant, keen focus on coaching and staff development, quality of service, efficiency, process evaluation, and the delivery of a peerless overall customer experience.
• Drive a positive, goal-driven culture prioritizing continuous improvement where new ideas and solutions are encouraged and evaluated.
• Partner effectively with store leadership on operational initiatives regularly to ensure successful outcomes for the business by aligning Associate activity with the Company’s strategies.

Qualifications:

• Bachelor’s Degree in Business Administration or related field of study, or any equivalent combination of relevant background, skills, and experience.
• Minimum 3 years leading a call center operation and supporting a product-driven business.
• Demonstrable ability to deliver strategic direction and support the execution of sales and customer strategies.
• Highly effective written, verbal, and interpersonal communication skills to work across the organization building strong cross-functional relationships.
• Developed leadership skills to motivate and retain talent, in a metrics driven environment, in a manner that is in alignment with AutoNation company values.
• Sharp analytical skills with a solid understanding of call center/ customer care metrics.

Requirements:

• Microsoft Office, Outlook, and Teams savvy
• Schedule availability to support dealership business needs, including weekends and some holidays.

AutoNation, a provider of personalized transportation services, is driven by innovation and transformation. As one of America's most admired companies, AutoNation delivers a peerless Customer experience recognized by data-driven consumer insight leaders, Reputation and J.D. Power. Through its bold leadership and brand affinity, the AutoNation Brand is synonymous with "DRVPNK" and "What Drives You, Drives Us." AutoNation has a singular focus on personalized transportation services that are easy, transparent, and Customer-centric.

Benefits

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Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you.

AutoNation is an equal opportunity employer and a drug-free workplace.