Inbound Contact Center Manager jobs in Altoona, PA

Kos's Body Shop is seeking an established leader to drive our organization forward by developing and improving our team, systems and processes, and goals for continuous growth.

As the general manager of Kos's Body Shop's collision repair division, your job responsibilities and daily tasks will include the following:

1. Overseeing Operations: You will be responsible for the overall management and supervision of the collision repair division. This involves ensuring that all repair work is carried out efficiently, effectively, and within the established timelines.

2. Staff Management: Managing and leading a team of collision repair technicians, estimators, and administrative staff. This includes hiring and training new employees, conducting performance evaluations, and addressing any personnel issues that may arise.

3. Customer Service: Ensuring exceptional customer service by establishing and maintaining strong relationships with clients. You will need to address customer concerns, resolve complaints, and provide regular updates on repair progress.

4. Quality Control: Implementing and maintaining high-quality repair standards and procedures. You will need to conduct regular inspections of completed repairs to ensure they meet industry and company standards in coordination with the production manager.

5. Workflow Management: Developing and implementing efficient workflow processes to optimize repair turnaround times and maximize productivity. This includes overseeing the scheduling of repairs, assigning tasks to technicians, and managing work priorities.

6. Budgeting and Financial Management: Developing and managing the collision repair division's budget, including monitoring expenses, controlling costs, and ensuring profitability. You will also be responsible for analyzing financial reports and implementing strategies to improve profitability.

7. Vendor and Supplier Relations: Establishing and maintaining relationships with suppliers, negotiating contracts, and managing inventory of parts and materials required for collision repairs.

8. Compliance and Safety: Ensuring compliance with all relevant industry regulations and safety standards. This involves staying updated on industry changes, implementing safety protocols, and conducting regular safety training for employees.

9. Continuous Improvement: Identifying opportunities for process improvement and implementing changes to enhance efficiency, quality, and customer satisfaction. This may involve researching new technologies and industry trends.

10. Reporting: Providing regular reports and updates to senior management regarding the division's performance, including key metrics such as revenue, expenses, customer satisfaction, and repair completion rates.

11. Pulse: Pro-actively maintain the path for advancement by seeking opportunity, maintaining OEM certifications & training, operating as a 360 degree leader at all times for all departments, and improving the overall health of the business and culture.

Work Hours: 7 a.m. - 4 p.m. or as required.

Job Type: Full-time

Pay: $1,000.00 - $2,500.00 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 10 hour shift

Work Location: In person