23 days old

Manager Employee Enablement

Cox Automotive
Maitland, FL 32751
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*Primary Location: *495 Keller Rd, Maitland, FL, USA
*Division: *Cox Automotive
*Job Level: *Manager/Senior Manager
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202100575
The Employee Service Center Employee Enablement provides services and support for 30,000+ employees and managers across the US. The Manager oversees and coordinates the day-to-day activities of the Tier 1 support team, which provides employee support in the areas of payroll, benefits, leave of absence, accommodation, new hire onboarding, terminations, staffing changes, and other aspects of the employee life cycle. The Manager also coordinates across Employee Service Center (ESC) service capabilities and collaborates with other Managers to ensure seamless service and delivery of front-line support. The Manager helps to implement the vision and plan for the centralized delivery team, through leadership, management, coordination and oversight of specific subject matter projects, processes and systems. As an ESC leader, the Manager works with Centers of Excellence, HR Business Partners, HR Technology and HR Analytics to facilitate effective and efficient operations that address current and future business needs, meet regulatory compliance, and ensure high quality customer service to key stakeholders within Cox Automotive and across Cox Enterprises. This individual is responsible for leading and managing in a unique environment that is fast-paced, ever-changing and highly visible.




* Participate in planning, budgeting, forecasting and managing Employee Service Center resources.

* Possess, expand and apply deep knowledge in Contact Center operations to achieve seamless operations

* Promote proactive approaches in technology, processes and structure to provide solutions.

* Drive education and adoption of approaches to achieve consistent delivery and usage of offerings.

* Identify opportunities and implement improvements to increase effectiveness and efficiency of the ESC.

* Set, measure and drive high performance through role clarification, process improvements and measurement.

* Work with staff to set performance goals and drive continuous improvement of HR service delivery.

* Collaborate with COEs, HR Business Partners and leaders across the organization to improve services.

* Strive to deliver outstanding, intuitive experiences through streamlined process and user-centered design.

* Use data and metrics to analyze workflow, efficiencies, trends and opportunities for improvement and learning.

* Build close relationships with business and functional managers to anticipate needs and resolve issues.

* Implement and innovate new services and solutions to achieve transformation and drive continuous improvement.

* Investigate and consider best practices, lean thinking and emerging solutions to build the ESC reputation.

* Ensure capability processes, content, reference materials and other assets are captured, published and current.

* Seek and respond to feedback from customers, using surveys,Conduct customer feedback surveys & provide analysis & reporting to management.

* Plan, monitor, and evaluate job performance and conduct performance evaluations for ESC employees.

* Act as a role model and actively establish a positive, inclusive culture within the capability and across the ESC.

* Perform managerial duties, including individual and team performance, finances, budget, reporting, and other duties and assignments as requested.


Qualifications:

*
BS/BA degree in related discipline. An advanced degree is a plus.



*
Generally 7+ years of experience with at least 1-2 years experience in a management or lead role.



*
5 years Operations/Contact Center management experience is preferred



*
3 years of managerial experience, leading teams of 10 or more



*
Operational Contact Center experience and other HR subject areas required



*
Experience in nonexempt, exempt, and union employee programs



*
Experience in process redesign and automation



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Proven track record in leading multi-disciplined work teams within a dynamic environment with a focus on Contact Center operations



* Ability to see broadly and understand strategic changes in the business to effectively translate that into necessary process/technology/structural updates and changes in ESC

* Financial acumen and the ability to apply sound judgement

* Strong communication, relationship building, presentation, and interpersonal skills

* Strong leadership, customer service, and oganizational skills

* Ability to effectively influence the thinking and behaviors of others

* Team building and coaching skills



*Desired:*




* 3 years in HR Shared Services environment preferred

* Multi-state payroll, benefits, HR experience preferred

* Knowledge and hands-on experience in HR and timekeeping systems, such as PeopleSoft, Kronos and ServiceNow preferred.

* Experience with Genesys Cloud Contact Center Telephony preferred.

* 1-2 years experience with Microsoft Teams.

* 2+ years experience with ServiceNow preferred.

* Ability to make recommendations and implement actions

* Comfort in presenting and interacting with a variety of audiences, from executives and managers to employees and front-line individuals

* Track record of fast-paced execution

* Management of multiple projects and programs

* Working knowledge of shared services environment



Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions Cox Communications and Cox Automotive are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals 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.
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.
Posted: 2021-02-12 Expires: 2021-04-05
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Manager Employee Enablement

Cox Automotive
Maitland, FL 32751

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