BDC Service Supervisor

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.

The BDC Service Supervisor is responsible for overseeing the day-to-day operations of the Business Development Center and directly supervising its employees. This role ensures compliance with organizational policies while driving team performance and customer satisfaction. The position involves managing staff, monitoring productivity, and implementing strategies to achieve departmental goals. This is a hybrid position based in New Jersey.

Key Responsibilities:

• Supervise and support BDC Coordinators in applying knowledge and skills effectively.

• Assist in establishing strategic goals and action plans for the BDC.

• Develop and deliver motivational and incentive programs while ensuring adherence to personnel policies.

• Train BDC Coordinators on processes, policies, and procedures.

• Contribute to script development and call-handling strategies.

• Monitor team productivity and quota levels; recommend policy changes or training as needed.

• Create and distribute weekly/monthly schedules for the BDC team.

• Monitor equipment performance and report needs for upgrades or replacements.

• Prepare productivity reports, including monthly appointment show reports.

• Attend meetings with dealership management to review opportunities for expanding BDC functions.

• Assist with performance reviews, recruiting, development, and work planning.

• Handle escalated calls and assist with outbound and inbound calls when necessary.

• Complete payroll and resolve payroll-related issues promptly.

• Conduct periodic one-on-one coaching sessions with team members.

• Maintain punctual, regular, and consistent attendance; lead by example with professionalism.

• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree (B.A.) or equivalent combination of education and experience.

• 1-2 years of management or supervisory experience preferred; dealership experience a plus.

• 2-5 years of customer service experience.

• Strong working knowledge of Microsoft Office programs.

• Excellent time management and organizational skills.

• Ability to work under pressure and manage multiple tasks effectively.

• Strong verbal and written communication skills across all levels.

• Sound decision-making skills and adaptability to change.

• Willingness to work extra hours when needed.

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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