Manager - TRC Call Center Operations

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Holman is currently accepting applications for the role of Manager- Call center operations

Principal Purpose of Position:

• Providing leadership to the contact center, maintenance management and compliance management services
• Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with policies and procedures.
• Develops and evolves operational/call center teams forecasting to position staffing with customer volumes.
• Coordinates and supervises day-to-day workflow in the core operational teams
• Maintains a calendar of internal events, holidays and new customer implementations for proactive staffing alignment.
• Promotes positive culture and ensures that the staff receives proper training to demonstrate abilities to meet client expectations and Holman standards.  
• Monitors operational teams’ activity to ensure that KPI standards are met and maintained.
• Provides coaching to team members for improved performance.
• Creates and implements strategic plans for improved team performance.
• Maintains daily, weekly and monthly reporting of team activity.
• Addresses performance issues as needed.
• Develops methods to improve the customer intimacy of the operational teams, and methods of customer communication.
• Promotes teamwork and the cross training of employees.
• Develops and motivates of staff, and ensures that they have the necessary resources to do their job.
• Continually looks for ways to improve the performance of the operational/call center teams by identifying and implementing work efficiencies through process improvement techniques.
• Ensures appropriate escalation of customer service, operational and/or employee problems. 
• Perform all other duties and special projects as assigned.

Relevant Work Experience:

• 5 + years of operational and/or call center management experience required.
• Remote and multiple location management experience
• Experience with developing and managing operational budgetary requirements.
• Thorough understanding of Call Center Technologies CTI, IVR, ACD and customer tracking systems.
• Workforce management experience strongly preferred.

Education and/or Training:

• Bachelor’s degree or equivalent combination of education and/or experience.
• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Click here for Washington State benefit information.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Click here for Washington State benefit information.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $112,160.00 - $176,645.00 USD annually for full time employees. The annual compensation range is comprised of base pay and bonus earnings.

Equal Opportunity Employment and Accommodations:

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

If you are a person with a disability needing assistance with the application process, please contact HR@Holman.com

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Apply