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Command Center Manager in Maple Shade Township, NJ at ARI

Date Posted: 4/5/2019

Job Snapshot

Job Description

Job Posting - External

Who are we: 

Holman Automotive Group was founded on family values with a passion for customer satisfaction. Our success and ability to provide outstanding service for over 90 years is due to our most valuable resource…our employees. Now into the third generation of family leadership, Holman Automotive Group is poised to continue its success for decades to come. We are one of the largest privately-owned dealership groups in the United States, with more than 38 retail franchises representing 17 brands from the East Coast to the Pacific Northwest.


In this newly created role, based in Maple Shade, New Jersey, the Leader of Performance Excellence will oversee our dealership call-centers support teams. 


What you will do:

  • Build a new team in support of a critical strategic initiative
  • Be on the forefront of organizational change
  • Enhance structure, efficiencies, quality and accountability measures
  • Create training curriculum for new hire and ongoing skill training
  • Drive positive results through both direct and indirect leadership
  • Responsible for team leadership and departmental employee engagement
  • Ongoing management related to the Workforce management, training and quality functions for the Customer Engagement Center


What we are looking for:

  • Minimum 5 years leadership experience
  • Focus on the customer experience
  • Strong project management skills
  • Decisiveness and attention to detail
  • Ability to influence and be creative
  • Develop processes to enhance hiring, training, and quality assurance contact center representatives as they provide support for customers
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Communicate company departmental and goals
  • Assisting other management team members in identifying trends and establishing call center goals
  • Taking on other tasks or projects to support employees, other managers, and call center operations
  • Ability to establish and evaluate ROI for the implementation and execution of performance programs
  • Previous work in call centers required, understanding of the training, quality and workforce management functions
  • Familiarity with dealership operations a plus
  • Ability to interact and work with employees at all levels in the organization including business units and executive management
  • Strong verbal and written communication skills, strong presentation skills
  • Bachelor’s degree


What we offer:

We offer growth opportunities that precious few companies can match. Benefits include:

  • Competitive pay with annual bonuses
  • Health, dental and life insurance, wellness discounts and focused health and nutrition programming.
  • 100 percent tuition reimbursement starting from the first day of employment,
  • An award winning in-house learning and development program, ARI University, with more than 160 instructor led workshops and more than 250 available training classes,
  • A generous 401(k) match, paid time off and much more.

 Get to know us better at and on LinkedIn, Facebook and Twitter.