Technical Response Center Manager - Remote

Overview

The Technical Response Center Manager is responsible for leading the Technical Call Center and Emergency Roadside Assistance teams, ensuring high standards of service and reliability for customers and delivery drivers.

In Short

• Manage the Technical Call Center and Emergency Roadside Assistance teams.
• Maintain key performance metrics for call center operations.
• Oversee staffing, training, and performance management.
• Enhance communication with cross-functional teams.
• Resolve technical issues and engage with suppliers and engineering teams.
• Ensure departmental processes are updated and documented.
• Participate in cross-functional meetings.
• Complete special assignments and reports as needed.
• Provide mentorship and training to team members.
• Work in a remote or hybrid capacity.

Requirements

• Associate’s degree in Automotive/Technical Field or equivalent experience.
• Minimum 5 years of experience in the Automotive/Technical field.
• Strong customer service experience.
• High familiarity with NABC vehicle models.
• Excellent problem-solving skills.
• Strong leadership background.
• Proficient in MS Office applications.
• Experience with call center management software.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment.

Benefits

• Competitive wages.
• Health, Dental, and Vision benefits starting on day one.
• Pension program.
• Ongoing employee development and training initiatives.
• Tuition subsidies for external courses.