Call Center Manager- Customer Service
CarHop - Minnetonka, MN

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Welcome to CarHop ... Cars & Credit to Go! You’ve heard the jingle, now be part of our team! We’re not your typical car dealership… We are a growing company with a "can do" attitude and a friendly work environment, and our goal is to make a difference in peoples’ lives! We specialize in helping people with “less than perfect” credit to achieve transportation independence! With nearly 60 locations nationwide, and growing, CarHop is recognized as one of America ’s premier “Buy Here Pay Here” auto sales & finance companies. Across the country we have helped thousands of people drive, and now you can too!

POSITION SUMMARY

The Call Center Manager position will provide leadership to, and be responsible for, all Call Center department performance. Manage Call Center supervisory staff.

RESPONSIBILITIES
  • Time Management:
    • 30% hands-on training and coaching with staff (1on1s, team meetings, daily walk-throughs, problem-solving, etc)
    • 40% research (call listening, dept activity trends, data/trend analysis, etc)
    • 30% dept planning (forecasting, lead management, improvement testing, etc)
  • Stay aware of and provide vision for department accomplishments, overcoming obstacles and communicating trends so you can coach, support, challenge staff to maximize results.
  • Responsible for helping Supervisors achieve daily, weekly and monthly department goals.
  • Delegate day-to-day Supervision duties of front-line staff to Supervisors. Set clear expectations and provided training. Regularly inspect what you expect to ensure accurate completion of delegated task.
  • Manage team work schedule to achieve department goals and customer demand.
  • Conduct bi-weekly 1on1s with Supervisors to set and achieve challenging yet attainable individual and team goals.
  • Work closely with Dept Manager to determine best course of action to constantly improve team performance. Provide discipline as needed.
  • Clear, effective and professional verbal & written communication with internal/external customers.
  • Responsible for enforcing compliance with IAG policies and procedures as well as call center training manual. Must exercise sound judgment as position will have discipline responsibilities with employees within established limits if criteria are met.
  • React to change productively and lead other do to the same.
  • Handle other duties and/or projects as assigned.
  • Hours – Full time, 40+ hrs/ week during Call Center hours of operation.
REQU IR EMENTS:
  • Demonstrated capability to manage Call Center operations for effectiveness and efficiency.
  • 3+ years experience in inbound or outbound sales or customer service management and/or 4 year collegiate degree preferred.
  • Must be able to successfully complete pre-employment criminal background inquiry, and results must be consistent with company standards
  • MS Word and MS Excel experience required.
  • Display an ability to lead, motivate and coach others towards individual and collective goals.
  • Ability to relate to internal and external customers with a positive, professional demeanor.
  • Proven ability to see obstacles as opportunities, problem solve with creative solutions and communicate in a manner which inspires results.
  • Display an ability to consistently, and with relative accuracy:
    • Uncover strengths and training opportunities in yourself and others.
    • Capitalize and build on strengths and make improvements where needed.
  • Exhibit strong commitment toward the CarHop mission of helping people drive
  • Business and email writing skills
We offer a competitive compensation package including: Guaranteed Hourly Base pay + Performance-based Bonus, Health Benefits, 401(k) w/ Company Match, Paid Time Off, and Paid Training!

CarHop is proud to be an Equal Opportunity Employer.

*Due to the large volume of applications we receive, it may not always be possible to contact all applicants that apply. We keep all resumes on file for 60 days, and if you do not receive a call within 60 days please feel free to re-apply.