Empire Auto Parts is hiring: Call Center Manager in Totowa

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.

Job Description

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.