Job Description

About PrePass

PrePass® is North America's most trusted weigh station bypass and toll management platform. We’re transforming how the transportation industry operates—creating solutions that keep trucks moving safely, efficiently, and compliantly. This means making bold decisions and building systems that support not only fleets but the broader economy. It all starts with enabling commercial vehicles to keep rolling with seamless toll management, weigh station bypass, and safety solutions. It’s what we do best, and we do it to meet the demands of the road every day.

That’s why people join us: our solutions are implemented in real-time, on highways and interstates across the nation, helping fleets go farther, faster. This work challenges and rewards, presenting complex problems that need ambitious answers. We hire bold thinkers with a heart for impact, a passion for progress, and a commitment to excellence.

About the Role

We are looking for a Call Center Manager to join our team at PrePass, based onsite at our West Valley City call center. In this role, you will oversee the daily operations of a team of 50+ employees, both remote and onsite, and develop strategies to improve efficiency, customer experience, and employee engagement. You will lead, mentor, and support supervisors and agents, monitor key performance metrics, resolve escalated customer issues, and collaborate across functions to align call center operations with company objectives. Additionally, you will manage staffing, ensure compliance with policies and quality standards, and foster a positive, high-performance culture that drives continuous improvement and leadership development.

Key Responsibilities

• Oversee daily operations of a 50+ person call center team, both remote and onsite.
• Develop and implement strategies to improve efficiency, customer experience, and employee engagement.
• Lead, mentor, and support supervisors and agents through coaching and professional development.
• Monitor key performance metrics, analyze trends, and identify opportunities for improvement.
• Manage staffing, including hiring, training, and scheduling to meet business needs.
• Resolve escalated customer issues promptly and effectively.
• Collaborate cross-functionally to align call center operations with company objectives.
• Maintain and enhance policies, procedures, and best practices to ensure compliance and quality standards.
• Conduct performance evaluations, provide feedback, and drive continuous improvement.
• Champion a positive, high-performance culture, supporting engagement initiatives and leadership development.

Requirements

Qualifications

• 3-5 years of experience as a Call Center Manager or in a similar leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to navigate high-pressure situations and resolve conflicts effectively.
• Proficiency in call center software and CRM systems.
• Data-driven mindset with the ability to analyze performance metrics and optimize operations.
• Experience working cross-functionally with multiple departments.
• Associate degree or equivalent experience.

Benefits

How We Will Take Care of You

• Robust benefit package that includes medical, dental, and vision that start on date of hire.
• Paid Time Off, to include vacation, sick, holidays, and floating holidays.
• 401(k) plan with employer match.
• Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
• Tuition Reimbursement Program.
• Voluntary benefits, to include but not limited to Legal and Pet Discounts.
• Employee Assistance Program (available at no cost to you).
• Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
• Community Give-Back initiatives.
• Culture that focuses on employee development initiatives.

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