Call Centre Manager

The Wood Automotive Group, one of Alberta's largest automobile retailers for over 40 years, is offering an exciting opportunity for a Call Centre Manager to join the team!

The Wood team believes that its people are its greatest asset. We provide our employees with competitive salaries and careers that grow with them. As a group with 8 dealerships, a collision repair centre, and an online pre-owned sales lot, we believe our success and growth is built on the drive and dedication of our people.

About the role:

We are seeking a results-driven Call Centre Manager to lead and elevate our customer engagement strategy across sales and service. This role leads and develops a team, driving consistent, high-quality customer interactions while optimizing appointment-setting performance and show rates.

Responsibilities (but not limited to):

• Lead and coach a team focused on mainly outbound customer communication to improve customer loyalty and satisfaction
• Monitor performance metrics including response times, appointment set/show rates, and conversion ratios
• Analyze, review, and report on effectiveness of campaigns to maximize results
• Partner closely with the Sales and Service departments to align on traffic generation and appointment flow
• Ensure CRM processes are followed consistently, with accurate and timely data entry
• Manage lead distribution and ensure prompt response standards are met
• Conduct regular one-on-ones, call reviews, and performance coaching sessions
• Identify training opportunities and deliver ongoing skill development for the team
• Maintain a strong customer-first culture focused on professionalism, responsiveness, and experience

Qualifications:

• 3+ years in a leadership or supervisory role
• Excellent communication and coaching skills
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Data-driven mindset with the ability to analyze and act on performance metrics

Some of the rewards of joining our team:

• Exceptional benefits package
• Pension Plan with employer contributions – free money!
• Employee Assistance Program including Financial Advisory Services, Nutritional Counselling, Legal Advisory Services, Counselling Services, fitness program, and more!
• Corporate rates at YMCA and Goodlife Fitness
• Group social events and company perks

Our unique culture:

Are you the kind of person who wants to make a difference in their community and build a solid career with a growing organization? Consider joining Wood Automotive Group! For over 40 years, we have worked hard providing unparalleled customer service, competitive pricing, and quality products. Committed to education and community, we are proud sponsors of many organizations such as the SAIT Automotive Business Administration program, KidSport, the PREP program, The Salvation Army, the SSUBI ("Hope") Foundation and the Rogers Charity Classic.

We thank all candidates for their interest. Only those selected for interviews will be contacted.