Assistant Call Center Manager

BizzyCar is a B2B SaaS company transforming the automotive care experience for consumers, dealerships, and manufacturers. Our mission is to simplify car repairs, enabling consumers to resolve issues like recalls without leaving home or work. Through our automated platform, we streamline the process from manufacturers to dealers to customers, significantly reducing notification times and making repair scheduling seamless. Dealers benefit from increased repair revenue and strengthened customer relationships, while OEMs avoid costly fines.

We are solving a $22B industry challenge, with over 70 million cars on the road having unresolved recalls. BizzyCar is a fast-paced, results-driven company with an experienced leadership team skilled in building high-value businesses. Employees enjoy competitive pay, equity opportunities, and medical benefits. While we’re a dispersed team, we prioritize collaboration and meet quarterly to maintain our strong culture.

About The Role

The Assistant Call Center Manager will play a critical role in overseeing and optimizing the performance of our call center operations, which include agents from Business Process Outsourcing (BPO) providers. This role requires a proactive leader who can manage day-to-day operations, support the team, and implement strategies to meet the evolving needs of our business. The ideal candidate will be an experienced call center professional with excellent leadership, communication, and organizational skills.

As Assistant Call Center Manager, you will lead a remote team to materialize value for customers of BizzyCar’s software by converting service leads into revenue-generating scheduled and executed appointments. You will report directly to the Call Center Manager.

Key Responsibilities

• Hire, Train, and Manage Call Center Representatives: Collaborate with BPO partners to recruit, onboard, and train call center agents to meet performance standards and align with company objectives.
• Performance Monitoring and Data Analysis: Regularly monitor the performance of call center agents, review and analyze call center performance data to identify trends, evaluate effectiveness, and develop actionable insights for continuous improvement. Report results and issues to higher-level leadership.
• Schedule Management: Oversee and enforce call center work schedules to ensure coverage aligns with business needs and peak operational hours.
• Quality Assurance: Monitor, calibrate, and audit calls to evaluate agent performance, ensuring compliance with company standards and providing constructive feedback.
• Team Support: Provide encouragement, recognition, and motivation to foster a positive and productive work environment.
• Escalation Management: Assist team leads in resolving escalated scheduling errors or consumer issues efficiently and professionally.
• Business Updates: Serve as a liaison between BPO teams and company leadership to communicate updates, changes, and strategic shifts.
• Process Optimization: Collaborate with leadership to identify and implement improvements in processes and workflows to enhance efficiency and customer satisfaction.
• Cross-Team Collaboration: Work closely with leadership and other internal teams to ensure alignment on goals, share insights, and drive initiatives that support overall business objectives

Qualifications

• 1+ year of experience with leading a team
• 1+ year of work experience in outbound/inbound call center environment
• Proficiency with enterprise and cloud software tools including cloud contact center software
• Excellent interpersonal and team leadership skills
• Experience managing and improving processes
• Strong analytical and organizational skills

Benefits

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and benefits package including paid time off, medical, dental, 401k, vision and equity benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture. To learn more about our company please visit: www.BizzyCar.com.

What We Offer

• Competitive salary and benefits package
• Opportunities for growth and professional development
• Collaborative, innovative work environment with a passionate team
• The chance to make an impact in a high-growth, cutting-edge company at the forefront of automotive technology

BizzyCar, Inc. does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.

At this time, the company does not provide sponsorship for U.S. visas or immigration benefits. To that end, the company does not provide financial, legal or administrative support for employment-based U.S. immigration benefits. In compliance with the Immigration Reform and Control Act of 1986, and as a condition of employment, all employees must complete the Form I-9 and present unexpired documents showing that the employee is legally authorized to work for any employer in the United States.