Service Center
CSCS TX
Key Responsibilities
Manage a team of contact center agents to achieve performance and conversion targets
Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management
Utilize Auto QA systems toidentifybehavioral gaps and targeted coaching opportunities
Leverage Agent Assist tools to improve real-time agent performance and accuracy
Conduct KPI-focused one-on-ones and performance reviews
Develop action plans for underperforming agents and recognize high performers
Analyze dashboards and reporting data toidentifytrends and conversion opportunities
Partner with Quality, Training, and Workforce Management teams tooptimizeresultsandmaintainteam adherence above 90%
Lead performance huddles focused on daily targets and motivational strategies
Increase retention and reduce churn through effective save strategies and objection handling
Success Profile
Data-driven leader with strong analytical skills
Proven record of improving conversion and revenue metrics
Experienced in using modern contact center technology to enhance performance
Strong coaching mindset with measurable performance improvement results
Required Qualifications:
Bachelor’s degree or equivalent experience
3+ years of contact center experience, with at least 1 year in a supervisory role
Proven experience improving conversion rates and team performance
Experience using modern contact center systems (Auto QA, Agent Assist,CRM,WFMplatforms)
Use of NICE or ZOOMCCaaSpreferred
Strong leadership, coaching, and performance management skills
Excellent analytical and reporting abilities
Strong communicationand interpersonal skills
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.
As one of the nation's largest auto repair providers, Caliber offers unlimited opportunities to drive your career forward. Surrounded by a purpose-driven, team-centric culture, you are empowered to create the roadmap for your future.
With more than 1,800 centers nationwide across 41 states, Caliber features a wide range of automotive services including collision, auto glass and fleet solutions. We are known for providing an outstanding customer experience and regularly rank among the highest customer satisfaction scores in the industry.
Our commitment to caring for people extends to our Caliber teammates and their careers. When you join Caliber, you're not just an employee but part of a dedicated team. You'll receive mentoring from some of the brightest minds in the industry, as well as competitive pay and a comprehensive day-one benefits program.
At Caliber, we care about your well-being. We're proud to have been the only auto repair company on Forbes' list of "America's Best Large Employers"-an honor awarded to companies with high employee satisfaction. We're also proud to have been recognized by Inc. as a Best in Business Extra Large
Company (500+ employees), receiving a gold medal for our efforts in going above and beyond to make a positive impact.
Caliber is an equal-opportunity employer. We are committed to fostering an inclusive and diverse workplace.
