Holley, a leader in automotive aftermarket products, has an opening for a Air Traffic Controller/Workforce Coordinator.

The primary responsibilities for this position include the active monitoring and management of the Technical Sales Department telephone, chat, and email workflow. Achieve key performance indicator goals and ensure excellent customer experience. Assist current Technical Sales Associates with consultation needs.

Key Job Elements (Essential Functions Performed):

• Monitors calls in queue, aux status and schedule adherence

• Work to maintain and ensure appropriate answer rates and call efficiencies

• Communicate and call out changes to incoming contact patterns to leadership

• Generate reports regularly and create new reports as requested

• Track and monitor overtime requests

• Optimize available resources to ensure they are being utilized so key metrics are achieved

• Communicate with techs any training times and other offline activity, schedule and monitor accordingly

• Act as an intermediary between call center leadership, techs and other departments to ensure appropriate information is shared accordingly

• Maintains a thorough knowledge of policies, procedures, and information systems

• Partners with IT and Telecom on reporting system and phone issues

• Other duties as assigned to include various ad hoc reporting requests

Basic Qualifications (Education/Experience required):

• High school diploma or GED

• Experience preferred but not required

• Ability to analyze data with attention to details

• Ability to create and modify reports

• Ability to multi task

• Excellent interpersonal skills and the understanding that customer satisfaction is of utmost importance

• Excellent communication skills, verbal and written

• Proficient with MS Excel, technical skills, and knowledge of workforce management software or concepts

• Strong work ethic, dependability, and flexibility are required

This position reports on-site at our corporate headquarters in Bowling Green, KY