Call Center Manager
About The Position
Bill Pearce Motors, representing premium brands including BMW, MINI, Volvo, and Porsche, is seeking an experienced and driven Call Center Manager to lead our customer communication team. This is a key leadership role focused on delivering a world-class client experience that matches the level of our luxury brands. The Call Center Manager is responsible for overseeing all inbound and outbound customer communications, managing appointment setting for service and sales, and ensuring every guest interaction reflects our commitment to excellence. The ideal candidate is highly organized, performance-driven, and passionate about creating exceptional customer experiences.
Requirements
- 3+ years of call center or BDC management experience (automotive preferred)
- Strong leadership and team development skills
- Proven track record of hitting performance metrics and driving results
- Excellent communication and conflict resolution abilities
- Experience with CRM systems (Dealertrack, CDK, Reynolds, or similar)
- Professional, polished demeanor aligned with luxury brand standards
Responsibilities
- Lead, coach, and develop a team of call center representatives to achieve performance goals
- Monitor and improve KPIs including call conversion, appointment set/show rates, and customer satisfaction
- Ensure all customer interactions reflect a highline, luxury experience
- Oversee inbound service and sales calls, and outbound follow-up campaigns
- Work closely with Service, Sales, and BDC teams to optimize scheduling and communication flow
- Implement call scripts, training programs, and quality assurance processes
- Handle escalated customer concerns with professionalism and urgency
- Maintain staffing schedules and ensure proper coverage during peak hours
- Analyze reporting and adjust strategies to improve efficiency and results
Benefits
- Competitive salary + performance-based bonuses
- Health, dental, and vision benefits
- 401(k) with company match
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
