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Empire Auto Parts, LLC

Empire Auto Parts, LLC is hiring: Call Center Manager in Totowa

Empire Auto Parts, LLC, Totowa, NJ, US

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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.

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.

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.