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About the Role

The Senior Manager of Customer Care leads a team of leaders and front-line team members who work with Manheim clients and operational groups to ensure a high level of client experience. This role works closely with various business partners such as auctions, product & sales teams, and third-party vendors.

Responsibilities

• Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product, and effective customer service.
• Review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
• Assist in administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, and resolving problems.
• Partner with managers from Manheim operating locations, Manheim Corporate and other Cox Auto teams to address any issues related to auction customer service.
• Represent the perspective of the client in development of auction, OVE.com, Simulcast and Manheim.com business practices, processes and policies.
• Collaborate with Client Services leadership to ensure optimum levels of service, and assist in development and implementation of CS/Cox Automotive projects.
• Analyze current and past trends in key performance indicators, ensuring processes are in place to address and resolve.
• Monitor performance metrics, including for service delivery and for sales / potential sales, and define and execute actions to close identified gaps.
• Ensure coaching and training methods are applied to all employees on a consistent basis to foster continuous improvement.
• Maintain communication with other departments and management team providing relevant information to coordinate activities of the department and ensure high quality of service to both internal and external clients.
• Participate in operational process development and implementation of projects.
• Lead a team of functional leaders and employees responsible for contact center operations performance.
• Maintain and develop assigned staff by ensuring they are recruited, selected, oriented, and trained, and by providing educational opportunities.
• Counsel and discipline employees as necessary.
• Plan, monitor and evaluate job performance, and conduct performance appraisals.
• Effectively lead the team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect.
• Enforce all company policies and procedures related to employee and customer conduct.
• Perform other duties as assigned.

Requirements

• BA/BS degree with 8+ years of relevant work experience with at least 3 years’ experience in a management/leadership role; or equivalent combination of education and work-related experience.
• BA/BS degree in related field and 10 years related experience with at least 3 years’ experience in a management or lead role; or equivalent combination of education and work-related experience.
• Extensive Contact center and/or client interfacing experience preferred.
• Strong customer service orientation.
• Excellent communication (written and verbal) and interpersonal skills required.
• Ability to foster productive and professional internal and external business relationships.
• Ability to performance manage and coach team.
• Effective management, customer service, and organizational skills required.
• Knowledge of contract and title regulations.
• Experiencing managing team responsible for achieving KPI results in the areas of quality, hold times, and voice of customer survey results.
• Experience managing client escalations to achieve satisfactory resolution.
• Strong computer and software knowledge essential.
• Knowledge of CRC-related systems required (Genesys, Salesforce).
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive tasks.
• Manual dexterity.
• Must clear a pre-employment drug test.
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
• No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Skills

• Problem solving skills
• Leadership skills
• Effective meeting skills
• Ability to work in groups
• Ability to provide constructive feedback
• Customer service orientation
• Communication (written and verbal)
• Interpersonal skills
• Fostering productive and professional internal and external business relationships
• Performance management
• Coaching team
• Management skills
• Organizational skills
• Computer and software knowledge
• Knowledge of CRC-related systems (Genesys, Salesforce)

Location

• USA

Work Type

• Remote
• Full-time

Experience Level

• Sr Manager - People Leader
• 8+ years of relevant work experience
• 3 years’ experience in a management/leadership role
• 10 years related experience
• 3 years’ experience in a management or lead role

Education Level

• BA/BS degree

Salary/Compensations

• $101,500.00 - $169,100.00

Benefits

• Flexible vacation with pay
• Seven paid holidays
• Up to 160 hours of paid wellness annually
• Bereavement leave
• Time off to vote
• Jury duty leave
• Volunteer time off
• Military leave
• Parental leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

About the Company

• Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars.
• Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.

Equal Opportunity

• 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.
• EOE, including disability/vets