Supervisor, Client Service Quality (central Dispatch) - Remote Eligible

Supervisor, Client Service Quality

The Supervisor of Client Service Quality will lead and support a team focused on delivering exceptional service experiences. In this role, you will oversee the quality and consistency of client interactions, ensuring that service standards are met or exceeded across all touchpoints.

This leader will be responsible for monitoring performance metrics, coaching team members, and implementing quality assurance initiatives that drive continuous improvement. This role requires strong leadership, analytical thinking, and a passion for enhancing the client experience.

Key Responsibilities:

• Supervises an assigned team of Client Service Quality personnel.
• Establish successful and productive relationships with our clients and BPO partners.
• Liaison between CAI, Manheim Logistics, BPO partners and clients to resolve issues in a timely manner.
• Maintain Service Levels across all client contact media types (Telephony, E-mail, SMS, Web Chat, etc) and develop action plans to ensure objectives are continually met.
• Communicates with other departments and management to resolve problems and expedite work.
• Interprets and communicates work procedures and company policies to staff.
• Serve as the escalation point of contact for clients and staff.
• Effectively integrate new processes and products into operation and monitor results.
• Ability to lead and motivate people in a fast paced, rapidly changing environment.
• Strong problem-solving skills and demonstrated effectiveness in making decisions.
• Directs day-to-day team activity and deployment.
• Live call monitoring and recording.
• Reviewing and contributing to the team's process for call and case management.
• Reviewing logged cases within a selected case tracking pool.
• Reporting on the team's and individuals' progress against selected metrics and performance measures.
• Providing timely feedback to team members based on daily reviews.

Skills:

• Capable of interacting effectively with clients and vendors as well as managers and peers.
• Working knowledge and proficiency with Microsoft Office applications and Sales Force
• Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.
• Effective problem solving and technical troubleshooting skills
• Ability to work independently as well as in a team environment
• Ability to manage multiple projects simultaneously
• Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)
• Willingness to work overtime

Qualifications:

Minimum:

• 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.
• Possess a positive attitude and ability to effectively manage changing demands.
• Strong advocate of Culture and continually reinforces the company Mission, Vision and Values.
• Excellent organizational and problem-solving skills
• Present a professional and positive image by adhering to organizational policies and procedures.

Preferred:

• 5 years automotive and/or logistics experience
• 3 years leadership/team lead role
• BS/BA degree in Business Administration, Supply Chain Management, Finance, Economics, or related discipline

Drug Testing:

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

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, and parental leave.

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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.