Empire Auto Parts
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.
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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.
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