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Supervisor - CEC Service Leader

1 month ago

Maple Shade, New Jersey, United States Holman Inc Full time
Job Summary

Holman Inc is seeking a highly skilled and experienced CEC Supervisor to lead our Customer Engagement Center team. As a key member of our organization, you will be responsible for supervising employees, carrying out day-to-day operations, and ensuring exceptional customer service.

Key Responsibilities
  • Coach and support CEC Coordinators in effectively applying their knowledge and skills.
  • Assist in establishing CEC strategic goals and action plans.
  • Develop and deliver motivational and incentive programs, and adhere to personnel policies and standards.
  • Train CEC Coordinators on processes, policies, and procedures.
  • Monitor CEC team productivity and quota levels, and recommend policy changes or training to improve performance.
  • Create and distribute the weekly/monthly schedule for the CEC team.
  • Monitor equipment performance and report need for new equipment.
  • Prepare CEC Coordinator productivity reports.
  • Attend meetings with dealership management to review opportunities to expand CEC functions.
  • Assist with department performance reviews.
  • Participate in employee recruiting, development, evaluation, and work planning.
  • Handle escalated calls from CEC coordinators.
  • Assist CEC team in placing outbound calls to customers.
  • Complete payroll and payroll-related issues.
  • Conduct one-on-one coaching sessions with CEC coordinators.
Requirements
  • Strong working knowledge of Microsoft Office programs.
  • Effective time management and organization skills.
  • Ability to work under pressure and operate in a multi-task environment.
  • Ability to communicate effectively with all levels of employees and customers.
  • Team facilitation and training skills.
  • Strong decision-making skills.
Benefits

Holman Inc offers a comprehensive benefits package, including health, vision, dental, life, and disability insurance, and a 401(k) plan with company match. We also offer paid time off, paid holidays, bereavement, and jury duty, as well as paid pregnancy and parental leave.