Call Center Manager

Call Center Manager Luxury Automotive Dealership
Bill Pearce Motors Reno / Tahoe Area

Bill Pearce Motors representing premium brands including BMW MINI Volvo and Porsche is seeking an experienced and driven Call Center Manager to lead our customer communication team. This is a key leadership role focused on delivering a world-class client experience that matches the level of our luxury brands.

Position Overview:
The Call Center Manager is responsible for overseeing all inbound and outbound customer communications managing appointment setting for service and sales and ensuring every guest interaction reflects our commitment to excellence. The ideal candidate is highly organized performance-driven and passionate about creating exceptional customer experiences.

Key Responsibilities:

• Lead coach and develop a team of call center representatives to achieve performance goals
• Monitor and improve KPIs including call conversion appointment set/show rates and customer satisfaction
• Ensure all customer interactions reflect a highline luxury experience
• Oversee inbound service and sales calls and outbound follow-up campaigns
• Work closely with Service Sales and BDC teams to optimize scheduling and communication flow
• Implement call scripts training programs and quality assurance processes
• Handle escalated customer concerns with professionalism and urgency
• Maintain staffing schedules and ensure proper coverage during peak hours
• Analyze reporting and adjust strategies to improve efficiency and results

Qualifications:

• 3 years of call center or BDC management experience (automotive preferred)
• Strong leadership and team development skills
• Proven track record of hitting performance metrics and driving results
• Excellent communication and conflict resolution abilities
• Experience with CRM systems (Dealertrack CDK Reynolds or similar)
• Professional polished demeanor aligned with luxury brand standards

What We Offer:

• Competitive salary performance-based bonuses
• Health dental and vision benefits
• 401(k) with company match
• Paid time off
• Opportunity to work with a respected highline automotive group
• Career growth within a premium dealership environment

If you are a motivated leader who thrives in a fast-paced customer-focused environment and understands what it takes to deliver a luxury experience we want to hear from you.

Apply today and elevate your career with Bill Pearce Motors.