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 …