Call Center Manager

Position Overview

Location: 5100 N. Lamb Blvd. Las Vegas, NV 89115

Compensation: $60,000-$70,000 a year plus performance-based bonus

Hours: Full time: 40 hours/week

Nevada Pic A Part is a dynamic automotive recycling facility where automotive enthusiasts, DIY mechanics, and car lovers come together. We are seeking an experienced Call Center Manager to lead our Car Buying Department. This role plays a key part in driving customer satisfaction, leading a high-performing team, and contributing to departmental growth with a proactive, solution-oriented approach.

Key Responsibilities

• Lead and oversee the daily operations of the Call Center within the Car Buying Department.
• Use company software to track calls, vehicle purchases, departmental statistics, and to train and monitor employee performance.
• Build, mentor, and manage a high-performing customer service team to ensure excellent guest service.
• Drive performance through team development, coaching, and mentoring.
• Adapt to evolving business needs and proactively address challenges.
• Foster a positive, team-oriented work culture with a focus on accountability and continuous improvement.
• Ensure all team members adhere to company policies and Standard Operating Procedures.
• Set and monitor performance goals aligned with department and company objectives.
• Maintain high standards of communication, professionalism, and customer satisfaction.

Required Qualifications

• Proven experience in call center management or customer service leadership, preferably in a fast-paced or automotive-related environment.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Strong leadership and team-building skills with a hands-on, motivational management style.
• Excellent verbal and written communication skills.
• Bilingual (Spanish/English) is a plus.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to multitask, prioritize responsibilities, and work both independently and collaboratively.
• Self-starter with a proactive mindset and adaptability to change.
• Experience in coaching teams to meet or exceed performance metrics and service standards.

Benefits & Perks

• Health/Dental/Vision Insurance: Available after a 30-day probationary period.
• 401K with Company Matching: After one year of employment.
• Paid Time Off: Available after 90 days.
• 9 paid working holidays.