Real-Time Adherence Specialist

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.

What will you be doing?

• Monitor real time performance to ensure service level metrics are not jeopardized due to a lack of adherence
• Ensure team and agent level activities are aligned to maintain service levels
• Directly interact with Leadership to make schedule and activity adjustments in real time while maximizing windows of availability
• Enter, maintain, and manage agents schedules in workforce management platform
• Have a solid understanding of acceptable service level goal fluctuation before taking action
• Monitor and manage the call queues ensuring service level metrics are met and are not negatively impacting other metrics
• Communicate time-sensitive information, such as adherence opportunities, with priority and professionalism
• Monitor workforce related e-mail, attendance calls and voicemail
• Document observations of issues impacting performance
• Partner with Supervisors to address any deviations from schedules including late, leave early, absences, etc.
• Provide workforce support functions such as maintaining rosters, generating reports and scheduling of various off phone activities

What are we looking for?

• Must be able to communicate effectively and professionally, both verbally and in writing, to all levels of employees.
• Proven ability to quickly and effectively pivot from one area of focus to another while keeping entire workforce environment in mind.
• Proven ability to work effectively both as a team and an individual
• Strong proficiency in Workforce Management and telephony software within a Contact Center environment.  Aspect experience is highly preferred but not required.
• Strong analytical and problem solving skills.
• Proven experience analyzing, interpreting and summarizing complex data as it relates to Contact Center technologies.
• Must be proficient in MS Excel, and have a solid background in all MS Office products.
• Ability to grow and expand duties within the workforce team/environment
• Minimum 3-5 years experience in a high volume Contact Center environment required
• Occasional weekend and holiday work may be required

#LI-CD1

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:

Artificial Intelligence Statement

To maintain the integrity and authenticity of our hiring process, we kindly request that all candidates refrain from using artificial intelligence (AI) tools to generate, assist with, or enhance any part of their application materials (including resumes, cover letters, written and verbal responses, and images) or during any stage of the interview process. We value genuine, original work that reflects your personal experience, skills, and communication style. As part of our commitment to a fair and transparent evaluation process, please be advised that we may use technology to detect AI-generated content submitted by candidates. Candidates found to have used AI assistance in violation of this policy may be disqualified from consideration. 

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.