Senior Manager, Customer Care

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Sr Manager, Customer Care Management Level Sr Manager - People Leader Flexible Work Option Can work remotely anywhere in the specified country Travel % Yes, 25% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $ - $. 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.

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.

• 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, resolving problems, etc.
• Partners 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, , Simulcast and  business practices, processes and policies.
• Collaborate with Client Services leadership to ensure optimum levels of service, as well as assist in development and implementation of CS/Cox Automotive projects.
• Analyzes current and past trends in key performance indicators, ensuring processes are in place to address and resolve.
• Monitors performance metrics, including for service delivery and for sales / potential sales, and defines and executes actions to close identified gaps.
• Ensure coaching and training methods are applied to all employees on a consistent basis in order 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.
• Will require knowledge of auction operations, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback.
• 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.

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 "or "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…