Call Center Manager

Location: Mechanicsville, VA

Compensation: $80,000 - $90,000

Position Summary

A growing national distribution organization is seeking an experienced Call Center Manager to a lead a high-volume customer service operation in the Richmond/Mechanicsville area. This position is responsible for the day-to-day management, performance, and development of a large customer support team consisting of frontline supervisors and customer service representatives.

The ideal candidate will bring proven experience leading call center operations with 50+ associates, a strong understanding of call center performance metrics, and the ability to build a culture of accountability, coaching, and continuous improvement.

Responsibilities

• Lead and develop a call center operation consisting of 50+ customer service associates and frontline supervisors.
• Drive performance against key call center metrics including Service Level Agreements (SLA), Average Handle Time (AHT), Average Speed of Answer (ASA), quality scores, customer satisfaction, and productivity goals.
• Partner with Workforce Management (WFM) teams to ensure staffing levels align with business demands and service expectations.
• Monitor operational performance and implement corrective actions when targets are not achieved.
• Coach, mentor, and develop supervisors and team members to improve performance and engagement.
• Conduct interviewing, hiring, onboarding, performance evaluations, coaching, corrective actions, and terminations.
• Foster a culture of accountability, teamwork, customer focus, and continuous improvement.
• Utilize reporting tools and technology to identify opportunities to improve efficiency and customer experience.
• Collaborate with cross-functional teams to support operational and customer service initiatives.
• Analyze trends and performance data to drive informed business decisions.
• Assist in resolving complex customer issues and escalations while maintaining a high level of customer satisfaction.
• Develop and deliver coaching, training, and performance improvement plans for supervisors and team members.
• Partner with sales, operations, and other business functions to improve customer experience and support business objectives.

Qualifications

Required

• Minimum 5 years of call center leadership experience.
• Experience managing a call center operation with at least 50 associates and multiple frontline supervisors.
• Strong understanding of call center KPIs including SLA, AHT, ASA, occupancy, adherence, quality, and customer satisfaction metrics.
• Experience working closely with Workforce Management teams.
• Proven success leading, coaching, developing, and holding employees accountable.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent communication and leadership skills.
• Proficiency with call center technologies, reporting systems, and Microsoft Office applications.

Preferred

• Bachelor’s degree in Business, Management, Operations, or a related field.
• Experience leading large customer service operations in distribution, logistics, retail, healthcare, financial services, telecommunications, or similar environments.
• Demonstrated success implementing operational improvements and driving measurable performance gains.
• Experience in automotive, distribution, aftermarket parts, or related industries.
• Bilingual English/Spanish communication skills.

Compensation & Benefits

• $80,000 - $90,000 annual salary
• Comprehensive benefits package
• Stable, growth-oriented organization
• Opportunity to lead a large customer-facing operation and make a significant impact