Car Buyer/Call Center Operations Manager

BYOT Auto Parts•Waco, TX

18d•$45,000 - $55,000•Onsite

About The Position

BYOT Auto Parts is a leading self-serve auto recycler, where customers pull their own car parts after paying admission. We also purchase vehicles from customers in various regions, including Waco, Bryan College Station, Beaumont, TX, Baton Rouge, LA and Jackson, MS. Our call center is the hub of these operations, managing a high volume of calls daily. The Call Center Manager will oversee the operations of our call center, ensuring exceptional performance and customer satisfaction. This role involves managing a team of call center car buyers, monitoring and improving KPIs, and driving the success of our vehicle acquisition efforts. The ideal candidate will be a strategic leader with a strong background in call center management and a passion for driving results.

Requirements

Excellent verbal and written communication skills, with the ability to engage effectively with customers and team members.
Ability to quickly identify issues, troubleshoot problems, and develop solutions to ensure smooth operations.
Strong organizational skills with the ability to manage multiple tasks simultaneously and meet deadlines in a high-volume, fast-paced environment.
Familiarity with call center software, CRM systems, and ticket management systems like Zendesk.
A deep understanding of the importance of delivering excellent customer service and the ability to coach teams to prioritize customer satisfaction.
Ability to adapt to changing processes and workloads while maintaining high levels of accuracy and attention to detail.
Must be able to work collaboratively with other departments to ensure the overall success of the company’s operations.
Bachelor’s degree in business, Communications, or a related field preferred.
Proven experience in a call center management role, preferably in the automotive or related industry.
Strong leadership and team management skills.
Excellent analytical and problem-solving abilities.
Experience with CRM systems and ticketing tools such as Zendesk.
Exceptional communication and negotiation skills.
Ability to work in a fast-paced, high-volume environment.
Microsoft Office: 3 years (Required)
Ability to Relocate: Waco, TX 76705: Relocate before starting work (Required)

Nice To Haves

Sales: 1 year (Preferred)

Responsibilities

Lead, mentor, and develop a team of call center car buyers, creating a positive and productive work environment.
Hire, onboard, and train call center personnel, ensuring they are equipped to meet company goals.
Coach staff through challenging customer service issues, motivating them to resolve difficult situations effectively.
Evaluate staff effectiveness and performance annually or as needed, managing employee performance, setting objectives, and recommending disciplinary actions when necessary.
Lead team meetings and deliver presentations to executives on call center performance and improvement strategies.
Maintain and monitor key performance indicators (KPIs) to ensure the call center meets or exceeds its goals.
Continuously analyze call center operations and field activities to identify areas for improvement, implementing strategies to enhance efficiency and effectiveness.
Work closely with the team to improve close rates and increase conversion rates for vehicle acquisitions.
Assist drivers with quote-related issues, ensuring smooth operations and timely solutions.
Manage support tickets across all sites through Zendesk, ensuring timely resolution of issues.
Communicate with dissatisfied customers and find satisfactory solutions to ensure a positive customer experience.
Analyze call center data and prepare reports for upper management to identify opportunities for improving customer satisfaction and efficiency.
Develop monthly, quarterly, and annual call center goals and action plans to drive continuous improvement.
Prepare work schedules to ensure sufficient coverage and avoid operational disruptions.