Contact Center Manager - CarMax Auto Finance

Position Description


Are you currently responsible for delivering great service for customers, but not empowered to drive positive change? If you’d like to expand your skills, while having a real impact on the team you lead, CarMax Auto Finance will help you take your career to the next level.

As a Contact Center Manager, you are entrusted to extend the CarMax Brand Promise of creating outstanding customer experiences by positively and efficiently managing all aspects of your department including; associate recruiting, performance coaching and development, budgeting, creating departmental objectives, maximizing productivity, ensuring compliance and regulatory adherence, while inspiring continuous improvement and delivering best-in-class service to internal and external customers.


We’ve been named by the AJC as Atlanta’s #5 Top Workplace and one of the FORTUNE 100 Best Companies to Work For 12 years running. Our Associates work in a supportive, diverse, and fun environment that fosters a great work/life balance.


  • Lead all aspects of a high volume, fast paced, call center team including: interviewing, hiring, coaching and training for a diverse team of associates.
  • Provide ongoing development of Manager-level direct reports, including monthly and annual performance reviews and individual performance management.
  • Develop and prioritize strategic objectives and implement departmental goals.
  • Recommend and drive positive changes to elevate customer experiences and business results.
  • Collaborate with the appropriate teams (Legal, Compliance, IT, etc.) to review, modify, and implement policy, procedure and/or necessary workflow changes.


  • Ability to manage a high volume contact center (customer service / collections) in a customer centric environment, managing additional projects including managing vendor performance all with a strong attention to detail.
  • Proven ability to continuously improve business processes and results.
  • Strong people and process problem solving skills, including the ability to identify trends and react accordingly.
  • Strong interpersonal skills including the ability to effectively build relationships and influence change.
  • High level of independence in analyzing and managing associates and business situations/requirements

Position Requirements


  • 5+ years of team leadership experience
  • Bachelor’s degree preferred
  • Experience in a high volume call center / collections environment preferred.

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