- San Carlos, California, United States
- Full-time · Manager
- $145K per year
- 5+ years
Leads centralized operations including call center, capacity-based scheduling, central estimate review, DRP scorecard performance, paint throughput, and OEM certifications.
Compensation
Base salary: $145,000 per year. Bonus: performance-based; plan details and targets to be settled at a later date.
Responsibilities
- Manage the central call center team, including hiring, training, coaching, scheduling, and performance reviews.
- Build and maintain a scheduling model that loads each location to its true capacity by technician hours, paint booth capacity, and repair mix.
- Balance drop-offs and repair starts daily and weekly to prevent bottlenecks, idle time, and extended cycle time.
- Set call center standards for answer rate, hold time, appointment conversion, and customer communication.
- Ensure accurate intake of claim, insurer, and vehicle information so repairs start right the first time.
Requirements
- Nice to have: Multi-location (MSO) collision experience
- Nice to have: I-CAR Gold Class
- Nice to have: Platinum background
- Nice to have: ASE certifications
- Nice to have: Paint department experience