Job Summary One Parking is seeking an experienced and customer-focused Call Center Manager to lead our call center operations and support the delivery of outstanding service to parking customers, clients, and internal teams. This position will oversee daily call center performance, coach team members, improve service processes, and ensure calls are handled efficiently, professionally, and in accordance with company standards. The ideal candidate is an organized, solutions-oriented leader with experience managing customer service or call center teams in a fast-paced environment. Duties Manage the daily operations of the Opark call center, including staffing, scheduling, call coverage, and workflow coordination. Lead, coach, train, and motivate call center representatives to achieve performance and customer service goals. Monitor call quality, response times, call volume, abandoned calls, customer satisfaction, and other key performance indicators. Develop and maintain standard operating procedures, call scripts, escalation processes, and customer service guidelines. Ensure representatives provide accurate information regarding parking locations, rates, payment options, reservations, access procedures, validations, citations, lost items, and customer concerns. Handle escalated customer issues and resolve complaints in a timely, professional, and service-oriented manner. Coordinate with parking operations, field management, technology teams, and client representatives to resolve service issues. Identify recurring customer concerns and recommend operational, technology, or communication improvements. Prepare regular performance reports and provide management with updates, trends, and recommendations. Support the implementation and continuous improvement of call center technology, including phone systems, customer relationship management tools, parking platforms, and AI-assisted customer service solutions. Ensure compliance with company policies, privacy requirements, payment-card procedures, and applicable employment and safety standards. Assist with recruiting, onboarding, performance evaluations, disciplinary processes, and employee development. Maintain a professional, inclusive, and accountable work environment. Qualifications Three or more years of experience in call center, customer service, parking, hospitality, transportation, or operations management. Previous experience supervising or managing a customer service or call center team. Strong knowledge of call center performance metrics and quality assurance practices. Excellent verbal and written communication skills. Strong problem-solving, decision-making, and conflict-resolution abilities. Proficiency with Microsoft Office and call center, CRM, workforce management, or ticketing software. Ability to analyze reports, identify trends, and convert data into actionable improvements. Ability to work effectively in a fast-paced environment and manage multiple priorities. Strong organizational skills and attention to detail. Availability to work a flexible schedule, including evenings, weekends, holidays, or on-call coverage when required. Experience in parking operations or transportation services is preferred. Ideal Candidate Customer-focused and professional. A confident team leader and effective coach. Comfortable using technology and learning new systems. Calm and solutions-oriented when handling escalated issues. Accountable for results while maintaining a positive team culture. Able to communicate effectively with employees, customers, clients, and senior leadership. If you are an experienced customer service leader who is passionate about operational excellence and delivering exceptional support, we invite you to apply for the

• Call Center Manager
• position with
• One Parking | Opark

•.

Pay:

$25.00 - $27.50 per hour

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Required)

Experience:

Call center: 3 years (Required)

Work Location:

In person