Director - CEC Service and Operations
Holman Enterprises

Job Info

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Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading 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. Guided by its deeply rooted core values and principles, Holman is continuously Driving What's Right.

Customer Engagement Center Service - Director

Job Responsibilities:

• Responsible for creating strategy, change management, Leadership development, and being a strategic partner with the business
• Oversight of the Service and CEC Operations Teams Operations (data, training, business development and service inbound)
• Partner and provide solutions to supported businesses
• Holding a strong belief and commitment to the Holman Retail Strategy -
• Serve as functional subject matter expert on data and analytics, CEC operations, and best practices.
• Predict emerging client needs and participate in the development of innovative solutions to meet those needs.
• Achieve company objectives and initiatives by partnering with supported businesses to drive sales, service, and customer satisfaction results; communicate results to internal stakeholders.
• Able to analyze operations and adjust business model to improve effectiveness or efficiencies, as needed.
• Direct the work of Customer Engagement Center (CEC) management and supervisors including interviewing, onboarding, and training employees; appraising performance, coaching, motivating; overseeing progressive discipline process; addressing complaints and resolving problems.
• Contribute ideas and effort to the professional development of the team, the improvement of internal processes, the enhancement of CEC offerings/solutions, and the CEC strategy.
• Partner with the retail division of the business to identify areas of opportunity, growth, and development.
• Carry out management responsibilities in accordance with the Company's policies.
• Perform all other duties and special projects as assigned

Job Requirements:

• Bachelor's degree in a related field required, Master's preferred
• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
• 8+ years' experience, including 5+ at a leadership level; multiple levels of reporting relationships strongly preferred
• Experience managing a Call Center/BDC preferred, but not required
• Experience in Automotive Retail business
• Extensive knowledge and experience within own function and general knowledge of areas, departments and/or function(s) within and across other disciplines

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.

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.

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.

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