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.
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.
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.
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