Classic Industries, the industry leader in automotive restoration parts and accessories for classic cars and trucks, is seeking an experienced Call Center Operations Supervisor to lead and improve our inbound call center operation in Huntington Beach, California. This is an excellent opportunity for a hands-on call center leader who enjoys working directly with people, improving team performance, solving operational challenges, and making a measurable impact. The ideal candidate will be someone who can balance daily operational leadership with coaching, accountability, and continuous improvement. Our call center includes approximately 40 customer service representatives and supervisors handling inbound customer calls. We are looking for a leader who can strengthen performance, improve service levels, develop employees, and build a positive, accountable team culture. Responsibilities Provide daily leadership and direction for call center operations, ensuring service levels, productivity, quality standards, and customer satisfaction goals are achieved. Lead, coach, and develop customer service representatives to improve performance and employee engagement. Establish clear expectations around attendance, productivity, call quality, customer service, and teamwork. Monitor key call center performance metrics including service levels, call volume, average handle time, quality scores, productivity, attendance, and customer satisfaction. Analyze call center reports and performance trends to identify opportunities for improvement. Work closely with supervisors to provide coaching, performance feedback, and employee development. Improve employee morale, communication, teamwork, and retention through visible and effective leadership. Partner with Human Resources and Training to support recruiting, onboarding, training, and employee development initiatives. Identify and implement practical process improvements that improve efficiency and enhance the customer experience. Prepare and present regular call center performance updates and operational reports to leadership. Ensure company policies, procedures, and customer service standards are consistently followed. Qualifications 3+ years of progressive call center leadership experience in a high-volume inbound call center environment. Experience supervising call center representatives, team leads, and/or supervisors. Proven success improving call center performance metrics including service levels, productivity, quality scores, attendance, schedule adherence, and customer satisfaction. Hands-on experience coaching and developing call center employees through call monitoring, performance feedback, and accountability. Strong understanding of call center operations, including staffing, scheduling, call volume management, workforce utilization, and daily performance reporting. Experience analyzing call center KPIs and using data to identify trends, solve problems, and improve results. Demonstrated ability to build accountable teams and improve employee engagement and retention. Experience with call center technology, CRM systems, workforce management tools, quality monitoring systems, and reporting platforms. Strong leadership, communication, coaching, problem-solving, and conflict-resolution skills. Ability to work effectively in a hands-on operational environment where leadership presence and employee interaction are important. Automotive parts, restoration, aftermarket, retail, or enthusiast industry experience is preferred but not required. Why Join Classic Industries? Opportunity to lead and improve an established call center operation and make a measurable impact. Competitive annual compensation of $85,000-$95,000, based on experience and qualifications. Opportunity to earn additional performance-based incentives as operational goals are achieved. Comprehensive benefits package including medical, dental, vision, paid time off, paid holidays, and company-paid life insurance. Employee discounts on industry-leading automotive restoration products. Casual, team-oriented work environment surrounded by automotive enthusiasts. Stable, growing company with more than 40 years of industry leadership.

Schedule Monday-Friday:

8:00 AM-5:00 PM Background Check A background check is required. About Classic Industries For more than 40 years, Classic Industries has been the trusted leader in restoration parts and accessories for classic cars and trucks. Serving more than one million customers worldwide, we offer the industry's largest selection of restoration products supported by knowledgeable customer service, detailed catalogs, and a passion for preserving automotive history. If you are a hands-on call center leader who enjoys building teams, improving operations, and helping employees succeed, we would like to hear from you.

Job Type:

Full-time Pay:

$85,000.00-$95,000.00 per year

Job Type:

Full-time Pay:

$85,000.00 - $95,000.00 per year Application Question(s): This position is on-site in Huntington Beach, CA. It requires commuting to our office every scheduled workday during normal business hours.

Work Location:

In person