Cox Automotive is currently looking for a Supervisor, Employee Service Center (“ESC”) to join our team in Winter Garden, FL.
The Supervisor, ESC supervises and directs the daily functions of the Leave of Absence department, overseeing the leave of absence administration process for all Cox Automotive businesses. The position works closely with the Leave Management Manager to ensure that customer expectations are met and ensure a high-level customer experience. This position assists with supervision of a centralized leave of absence team. This position interprets policies, laws and regulations, and educates Human Resources Partners, team members, and Leave Administrators on all areas of the Cox Automotive Leave Administration process; including but not limited to providing guidance, leave counseling, and support.
Assign responsibilities to Leave Administrators and Senior, Leave Administrators as appropriate for each role and ensures duties are effectively executed by the team on a regular basis.
Ensure that team members represent the Leave Administration department and the Employee Service Center by providing guidance and direction to each member of the Leave of Absence department.
Work directly with business partners and customers, to establish and maintain close working relationships, good rapport, and assist the team with meeting the highest expectations of service.
Set an example of professionalism and sincere appreciation for the business.
Assist manager in addressing any findings of unethical behavior and/or failure to adhere to the Leave Administration policies and procedures and the code of conduct for Cox Automotive.
Serve as the point person for resolution of customer issues in partnership with the Leave Management Manager.
Partner with managers and Team Leads from other departments within the Employee Service Center to address any issues that may arise regarding any leave related matters.
Leads training and guidance for Leave Administrators and Senior, Leave Administrators to ensure compliance regulations are met and service level agreements are met.
Oversee the department along with the Leave Management Manager ensuring positive customer relationships, focus on growth of business, successful sale execution, completion of quality repairs, and appropriate preparation of records for customer accounts.
Monitor and ensure that the Leave Administration team adheres to all standard operating procedures and maintains compliance with policies, laws and regulations.
Coordinate and review team member leave files with appropriate business partners to efficiently manage leave cases and minimizing legal risks.
Respond to customer issues where the Leave Administrator does not have the authority and escalate when necessary. Will assist with resolving issues in the absence of the Leave Management Manager.
Supervise the work of Leave Administration staff by determining work procedures, preparing work schedules, expediting the workflow, assigning duties and examining work for accuracy and conformance to policies and procedures.
Schedule calls with Legal and business partners to discuss complex leave of absence matters to determine resolution.
Maintain accurate account records and a positive customer relationship by ensuring efficient and accurate handling and resolution of leave of absence inquiries.
Support the development, deployment and maintenance of Department policies, practices and procedures.
Assist in development and reporting of accurate and efficient key business drivers as it relates to leave administration policies such as FMLA, ADA, Personal Leaves, Workers Compensation, and state leave laws.
Review of quality assurance, transactions, service levels, and other key department metrics for all aspects of leave administration across Cox Automotive.
Participate in operational process development and implementation of projects. Will require knowledge of consistent leave of absence practices, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback.
Lead and work on strategic projects for the Employee Service Center in support of the Human Resources Shared Services support model.
Works with manager to 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 manager in maintaining and developing assigned staff by recruiting, selecting, orienting, and training employees, 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 values and ensuring that all employees are treated with respect.
Enforce all company policies and procedures related to employee and customer conduct.
Partner with various departments (i.e. Legal, HR, Corporate, Compliance, Risk Management, Employment Practices, etc.) to ensure effective and efficient operational processes that align with company objectives and strategies and high-quality customer service and support.
Perform other duties as assigned.
High School Degree required. Bachelor’s Degree or equivalent in Human Resources, Business Management, or related field preferred. In lieu of a degree, education and work experience will be considered.
5 years of relevant experience in related field. 1+ years of previous management/supervisory experience or 2+ years of Human Resources experience strongly preferred.
Excellent leadership and supervisory skills.
Strong customer service orientation.
Excellent communication (written and verbal) and interpersonal skills required.
Ability to work in a high performance, fast-paced team environment.
Solid computer skills, including ability to use Internet and MS Office effectively.
Ability to adapt to and work effectively within a constantly changing environment.
Excellent customer service and problem-solving skills.
Ability to sit or stand for prolonged periods of time. Ability to perform repetitive tasks.
Vision abilities required include close, distance and depth perception.
Experience with PeopleSoft, Kronos or a similar payroll system is required and Microsoft Office 2010, including strong MS Excel is essential.
Preferred but not required
PHR, SPHR, SHRM-CP, SHRM-SCP, CPP, PMP, Six Sigma Certifications
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
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.
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