Banks Power · 1 month ago
Call Center Manager
Azusa, California, United States
Full-time
Onsite
Mid, Senior Level
$95K/yr - $110K/yr
7+ years expBanks Power is a turbocharged high-performance engine developer and manufacturer looking for a competent Call Center Manager to join their team. The role involves planning and implementing call center strategies, managing a fast-paced team, and enhancing systems and processes to improve customer service and sales conversion.
AutomotiveManufacturing
Responsibilities
Manage a high-performing Sales, Customer Service, and Technical Support team. Provide ongoing coaching, training and performance management to elevate team capability and accountability
Manage daily call center operations including scheduling, quality assurance, defining and monitoring KPIs, and people management
Interface with the Production Planner to obtain shipment status and dates
Develop and maintain SOPs, service standards, and training materials to ensure consistency and scalability as the call center grows
Improve sales conversion through speed to answer, follow-up discipline, and the upsell program
Build and refine scalable processes as the business grows. Drive continuous improvements
Monitor and analyze call center key metrics—speed to answer, occupancy, conversion rate, first-call resolution—and translate insights into actionable improvements
Ensure consistent use of CRM, phone, email, ticketing, AI and other modern call center tools to maintain high responsiveness, eliminate missed calls and accelerate follow-up
Collaborate with Engineering, Production and other internal teams to resolve customer needs and ensure a seamless experience
Work with internal partners to enhance call center tools (CRM, Lightspeed Voice, text messaging, ticketing system, dashboards, and automation) to boost efficiency
Partner with supervisors of other teams to shape a service culture that drives retention and revenue
Reinforce service standards and ensure consistent process across teams, shifts, and customer touchpoints
Collaborate with cross-functional teams to refine customer messaging, reduce friction, and streamline workflows
Deliver clear, data-driven reporting and insights to senior leadership
Serve as a thought partner to VP of Sales and COO, bringing forward ideas, solutions, and operational improvements
Other duties assigned by manager
Qualification
Required
7+ years leading a call center, customer service or sales support team, with a strong track record of building, coaching, and holding teams accountable
Familiarity with ecommerce is a plus
Bachelor's degree preferred; equivalent experience demonstrating strong leadership and critical-thinking skills acceptable
High technology fluency with CRMs, call center tools, phone systems, ticketing systems
AI literate
Proficiency in Microsoft 365
Strong analytical skills and data-driven mindset, demonstrated experience in process improvement, change management, and cross-functional collaboration
Excellent written and verbal communication skills with sound judgment and ability to operate independently
Resilient, resourceful, and calm under pressure; able to make fast decisions in dynamic environments
Proven ability to serve as a thought partner to senior leadership, driving outcomes without requiring detailed direction
Benefits
Medical, dental and vision insurance
Company-paid basic life, AD&D and long-term disability insurance
Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
401(k) and 401(k) matching
Vacation, Paid Time Off and Sick Leave
Company
Banks Power
Over 60 years of engineering milestones for Gale Banks Engineering founder and president Gale Banks began at age 14 with an engine teardown of his mother's '31 Ford Model A that resulted in an increase of more than 40 horsepower.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Louis Fiore
CFO, Controller and Audit / Tax Services
Recent News
The Register Herald
2023-12-24
Company data provided by crunchbase