Supervisor, Contact and Support

Company

Cox Automotive - USA

Job Family Group

People Solutions

Job Profile

Supervisor, Service Center

Management Level

Supervisor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $64,200.00 - $96,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Supervisor, Contact and Support leads the daily operations of the contact and support team. This role will manage a team of Service Center Specialists II who are responsible for supporting the Cox Automotive (CAI) staff across the country by acting as the initial point of contact for HR related inquiries through varying intake channels. The Supervisor, Contact and Support ensures the team is properly trained in their roles and operational procedures are maintained and followed. Supervisor, Contact and Support monitors quality and manages performance of their team. The supervisor is responsible for the scheduling and forecasting of the operations and maintaining effective coverage to support the business. The supervisor works with different Specialty Group members to help ensure support processes and information is accurate and documented within our knowledge base. As a member of the Employee Service Center(ESC) team, this individual acts as a change agent and advocate for employing best practice operating model practices and driving transformational and continuous improvements.

Hours: Mon – Fri, 9 am – 6 pm EST

Duties and Responsibilities: 

• Supervises Team and assigns daily tasks and objectives to team members. Ensure team quality through evaluations for the different support channels and provide real-time feedback.

• Manages performance through metrics and 1 on 1 coaching conversations 

• Maintains and continuously improves the support taxonomy, operating procedures and related content 

• Leads resolution of identified escalated issues and serves as an escalation point for the team and ESC. 

• Ensures service delivery continuity and consistency through schedule and performance management 

• Identifies and escalates any potential issues and risks; works with other ESC leaders to anticipate and minimize risk or disruption. 

• Drive proactive solutions and accountability within the team. 

• Collaborate on knowledge content, design and the overall employee experience.  

• Ensure adherence to company policies, values, and procedures.  

• Ensures adherence to strict confidentiality and privacy of Cox employee data.  

• Other duties as assigned. 

Minimum Qualifications/Experience: 

• High School Diploma/GED and 5 years’ experience in a related field.  The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master’s degree and 1 year of experience; or a Ph.D. and up to 1 year of experience 

• Demonstrated success in driving process transformation, reengineering and improvement. 

• Proven skills in working with automation and cloud-based technologies; Workday, Kronos, and ServiceNow