Great opportunity

EchoPark Automotive is the fastest-growing and most comprehensive nearly-new automotive retail brand in America today. Our aggressive plan is to cover 90% of the U.S. by 2025, reaching 90% of the population with a unique business model and advanced technology.

About the role

We are seeking a dynamic National Call Center Director to lead our customer contact operations. This role is pivotal in driving exceptional customer experiences, optimizing call center performance, and supporting EchoPark’s rapid expansion.

Responsibilities

• Develop and execute national call center strategy to align with company growth objectives.
• Oversee day-to-day operations of multiple call centers, ensuring high service levels and efficiency.
• Implement performance metrics, KPIs, and reporting systems to monitor productivity and customer satisfaction.
• Lead, mentor, and develop call center management and frontline teams across the country.
• Collaborate with cross-functional teams (IT, Sales, Marketing, Operations) to integrate call center processes with broader business systems.
• Drive continuous improvement initiatives, including technology adoption, process optimization, and training programs.
• Manage vendor relationships for outsourced call center services, ensuring quality and cost-effectiveness.
• Analyze call data and customer feedback to identify trends, opportunities, and areas for improvement.
• Ensure compliance with all regulatory requirements and company policies.

Requirements

• Minimum of 10 years of call center leadership experience, with at least 5 years in a multi-site or national director role.
• Proven track record of scaling call center operations in a high-growth environment.
• Strong expertise in call center technologies (e.g., ACD, IVR, CRM, workforce management tools).
• Experience managing both in-house and outsourced call center teams.
• Exceptional leadership, communication, and problem-solving skills.
• Data-driven mindset with proficiency in analytics and reporting tools.
• Bachelor’s degree in Business, Operations Management, or a related field (or equivalent experience).

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Employee vehicle purchase program and discounts.
• Career development and advancement opportunities within a rapidly growing company.