Hybrid Call Center Manager - Johnson Automotive bei Johnson Automotive

Johnson Automotive is one of the fastest growing automotive companies on the east coast, and has earned a reputation for outstanding customer service and first-class operations by hiring top performers who are eager to elevate our guests’ experiences.

We are seeking a skilled and driven Call Center Manager to lead and optimize our customer support operations. This role requires hands-on leadership, a focus on performance, and solid experience with Cisco Finesse or similar call center platforms. You’ll manage daily operations, coach frontline supervisors, and work cross-functionally to ensure service levels, KPIs, and customer satisfaction stay on target.

Key Responsibilities:

• Oversee day-to-day operations of the call center, including staffing, scheduling, and real-time queue management.
• Lead a team of supervisors and support agents; mentor, motivate, and drive accountability.
• Monitor performance metrics (AHT, CSAT, SLA, FCR, etc.) and take proactive steps to hit targets.
• Utilize Cisco Finesse for reporting, call routing, and agent management.
• Collaborate with IT and telecom teams to troubleshoot system issues and improve workflows.
• Develop and implement process improvements to increase efficiency and customer satisfaction.
• Provide weekly, monthly, and quarterly reports to leadership on operational performance.
• Ensure compliance with company policies and applicable regulations.
• Handle escalations and resolve customer issues when needed.

Qualifications:

• 3 - 5+ years in a call center management role.
• Strong working knowledge of Cisco Finesse and/or related call center systems.
• Proven leadership skills - able to manage teams in high-pressure environments.
• Data-driven mindset with experience using performance analytics and dashboards.
• Excellent communication, conflict resolution, and organizational skills.
• Ability to multitask and adapt quickly in a dynamic setting.
• Bachelor’s degree preferred but not required with relevant experience.

Nice to Have:

• Experience with WFM tools like Calabrio, NICE, or Verint.
• Background in customer service for automotive service and sales.
• Bilingual or multilingual skills a plus.

Safety Matters: all employment offers are contingent upon satisfactory completion of a Background Check, Drug Test, and clean Motor Vehicle Report.

• Paid Holidays
• Paid Time Off
• 401(k) with Match 
• Referral Program
• Employee Discounts

Benefits following 60 days of employment:

• Medical (3 choices), Dental (2 choices), Vision Insurance
• Employer-Paid and Voluntary Life Insurance
• Short-Term and Long-Term Disability
• Accident, Critical Illness and Hospital Insurance
• Healthcare and Dependent Care Savings Accounts 
• Employee Assistance Program
• Pet Insurance, WillPrep Services, Travel Aid

Johnson Automotive E-Verify's and is an Equal Opportunity Employer.

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