What are the responsibilities and job description for the Call Center Manager position at The Russ Darrow Group?
Russ Darrow Group is celebrating 60 years of excellence in the automotive industry! We are dedicated to providing top-tier customer service and an exceptional sales experience. As we continue to grow, we are looking for a dynamic Call Center Manager to lead our team and drive results.
Job Overview:
As the Call Center Manager, you will oversee our dealership's call center operations, ensuring our team delivers outstanding customer service, maximizes appointment conversions, and supports our sales and service departments. You’ll be responsible for coaching, training, and optimizing performance while fostering a positive and results-driven work environment.
Key Responsibilities:
- Lead and manage the call center team to achieve performance goals in sales, service appointments, and customer satisfaction.
- Develop and implement call scripts, training programs, and performance tracking methods.
- Monitor call quality, provide coaching, and ensure high levels of engagement and professionalism.
- Analyze call metrics, identify trends, and implement strategies to improve efficiency and conversion rates.
- Collaborate with sales and service teams to ensure seamless communication and lead management.
- Handle escalated customer concerns and provide solutions to enhance customer experience.
- Recruit, train, and develop call center representatives to build a strong, high-performing team.
Qualifications:
- Proven experience managing a call center, preferably in the automotive, retail, or customer service industries.
- Strong leadership, coaching, and motivational skills.
- Excellent communication, problem-solving, and organizational abilities.
- Data-driven mindset with the ability to analyze and act on key performance metrics.
- Proficiency in CRM systems and call center technology.
- Ability to thrive in a fast-paced environment and adapt to changing business needs.
What We Offer:
- Competitive salary performance-based bonuses.
- Comprehensive benefits package, including health, dental, and vision insurance.
- 401(k) with company match.
- Ongoing training and professional development opportunities.
- A supportive and dynamic work environment with opportunities for career growth.
Join us in shaping the future of automotive customer service! Apply today and be a part of our 60th-anniversary celebration as we continue to provide top-tier service to our community.
Salary : $50,000 - $60,000
