Call Center Manager

Job Description

Job Description

National Call Center Manager

Empire Auto Parts – Remote (with travel)

Empire Auto Parts is seeking a National Call Center Manager to lead our regionally dispersed call center teams operating under a centralized structure . This is a unique opportunity to shape and scale a national customer service and sales support operation for a leading distributor in the auto parts industry.

What You’ll Do

• Lead and inspire call center managers, supervisors, and agents across multiple U.S. regions.

• Drive a centralized operational model that ensures consistent processes, training, and performance standards.

• Oversee day-to-day inbound and outbound operations, ensuring high-quality service and sales conversion.

• Monitor KPIs (service levels, first-call resolution, AHT, sales per call) and implement improvements.

• Partner with Sales, IT, and Operations to align customer service with growth initiatives.

• Build and develop high-performing teams, fostering accountability, recognition, and career growth.

What We’re Looking For

• 7+ years in call center leadership, including 3+ years managing multi-site or national operations .

• Proven experience managing regionally dispersed teams within a centralized structure .

• Strong track record in customer service excellence, sales support, and operational efficiency.

• Skilled in CRM, telephony, and workforce management systems.

• Data-driven leader with excellent communication, change management, and people development skills.

• Bachelor’s degree required; MBA preferred.

• Willingness to travel 20–30%.

Who You Are

• A strategic, customer-focused leader who thrives on building strong, unified teams.

• Data-driven and adaptable , with the ability to balance national consistency with regional needs.

• A talent developer who knows how to grow leaders and motivate teams across locations.

What We Offer

• Competitive base salary + performance-based incentives.

• Comprehensive benefits (medical, dental, vision, 401k).

• Professional development and career growth opportunities.

• The chance to lead a nationally unified call center operation and make a lasting impact.

Empire Auto Parts is a leading, fast-growing provider of aftermarket collision automobile parts to independent body shops, multi-shop operators, and dealer-operated body shops across twenty states throughout the Northeast, Mid-Atlantic, and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 900 team members.

Company Description

Empire Auto Parts is a leading, fast-growing provider of aftermarket collision automobile parts to independent body shops, multi-shop operators, and dealer-operated body shops across twenty states throughout the Northeast, Mid-Atlantic, and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 900 team members.