Client Care Center; CCC Manager

Steele Auto Group
8 Basinview Dr
Dartmouth, NS B3B 1G4, CAN

At Steele Auto Group, work is more than a job. It’s a chance to inspire positive impact through every interaction, every vehicle, every journey. Our people are at the heart of it all, because everything we do is driven by you. Your passion. Your purpose. Your potential.

At Steele Auto Group, our vision is simple, to put people first while delivering an exceptional experience at every touchpoint. As a Client Care Center (CCC) Manager
, you will manage our CCC Team with support from the Quality Supervisor and Team Leads. You will play a key leadership role in bringing Steele Auto Group’s vision to life. This position is central to how Steele Auto Group connects with our customers and supports our dealerships, ensuring every interaction reflects care, consistency, and excellence.

The CCC Manager leads and streamlines CCC operations to deliver an unparalleled customer experience across the Group. Through strong collaboration with dealership leadership and stakeholders, this role drives profitability, strengthens service retention, and elevates customer satisfaction. With a sharp focus on operation efficiency and team development, the CCC Manager optimized workflows, empowers people, and creates an environment where customer needs are met with genuine care and attention.

Wage: $80,000 - $90,000, including bonus

Location: Dealership based role, with 5%-10% travel within Atlantic Canada, as required

Hours: Ability to work flexible hours from time to time, based on business needs

As a Client Care Center Manager
, you will be responsible for the overall performance, culture, and strategic direction of the Call Center. Your leadership will directly influence results across the department, including:

• Lead and develop the team
  :
  Onboard, train, and coach CCC representatives, providing feedback, and setting performance targets to ensure a high-performing, cohesive team.
• Manage staffing and operations
  :
  Oversee the quality supervisor and the team leads, while maintaining scheduling, compensation, incentives, and adherence to work-from-home policies to optimize team performance.
• Drive customer experience
  :
  Develop strategies to enhance satisfaction, ensure timely responses across all channels, and monitor interactions for continuous improvement.
• Coach through example
  :
  Support CCC representatives in assessing customer needs using open-ended questions and active listening.
• Monitor and evaluate performance
  :
  Conduct evaluations for the team lead and representatives, track KPIs, generate reports, and take corrective action when needed.
• Collaborate with dealership leadership
  :
  You are the relationship owner between the store and the CCC, meeting with GMs, service, and sales managers to align objectives, plan activities, and review performance quarterly.
• Leverage technology and processes
  :
  Ensure guides and online tools are accurate, identify automation opportunities, and streamline CCC workflows.
• Report and communicate
  :
  Provide regular updates to leadership teams and attend corporate meetings highlighting team performance and key issues.
• Other duties as required
  :
  Flexibly support management requests to ensure the success of the CCC and the broader Steele Auto Group mission.

• 3–5 years managing or coaching teams, with 5–10 years in progressive call center or customer service roles.
• Experience in remote team management
• Deep understanding of customer experience and sales processes, with a continuous improvement mindset.
• Excellent written and verbal communication, able to handle sensitive situations professionally.
• Proficient in Microsoft Office and CRM tools, PBS is considered an asset, with strong data analysis and problem-solving skills.
• Excellent time, project, and task management, thriving in fast-paced environments.
• Knowledge of quality assurance practices, ability to apply company policies, and a clean driver’s abstract.

This role is key to Steele Auto Group’s success, ensuring every customer interaction reflects our values. The Client Care Center Manager leads the CCC team to deliver a seamless, positive experience, driving…