Supervisor, Contact and Support

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 experience required.
• Experience with Genesys Cloud Contact Center Telephony required.
• Experience in leading resources in a project or work setting
• Ability to juggle competing priorities.
• Strong analytical, problem-solving skills, attention to detail and critical thinking.
• Ability to communicate and influence key stakeholders.
• Change and improvement track record.
• Demonstrated outstanding customer service

Preferred Experience:

• Bilingual English/Spanish or English/ French Canadian.
• Experience with employee population comprised of corporate, hourly, production, manufacturing and union workers.
• Experience working in a shared services environment with in-person and virtual resources.
• Previous leadership and/or management experience.
• Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in PeopleSoft, Oracle, SalesForce
• Absence Tracker, and Kronos preferred.
• Adept in Visio, Lucid Charts, Pro Mapp or other process mapping and management tools
• User experience and self-service orientation.
• Proven experience in driving large scale change.

This position is based in Atlanta, GA or Orlando, FL.
USD 64,200.00 - 96,400.00 per year
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.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.