Call Center Escalation Specialist managing authorization approvals and member escalations for SafeRide Health. Ensure high service standards in a hybrid work environment at our San Antonio office.
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Hybrid Manager, Transportation Contact Center – Cox Automotive Fleet Client Solutions Delivery
Posted 2 months ago
About the role
- Manager overseeing daily operations of Transportation Contact Center for Cox Automotive Fleet solutions. Focused on customer service excellence and team development.
Responsibilities
- Oversees day-to-day operations of the call center team, ensuring alignment with organizational goals and performance standards
- Acts as a customer advocate, supporting the resolution of issues by coordinating technical and process support
- Helps create and guide key performance indicators and identifies opportunities for improvement, implementing corrective actions as needed
- Tracks service delivery and performance metrics, supporting initiatives to close performance gaps
- Handles escalated customer issues, ensuring thorough analysis and resolution
- Applies operational knowledge to support process improvements within call center operations
- Leads by example, demonstrating integrity, championing Cox values, and fostering a culture of respect, collaboration, and excellence
- Coaches and mentors team members to build high-performing teams and promote accountability and engagement
- Assists with budgets, staffing plans, and resource allocation to meet operational goals
- All other duties as assigned
Requirements
- Bachelor’s degree in a related discipline and 6 years’ experience in a related field
- the right candidate could also have a different combination, such as a master's degree and 4 years’ experience; a Ph.D. and 1 year experience in a related field; or 10 years’ experience in a related field
- at least 1 year of experience in a management/leadership role
- experience in the automotive industry or fleet management preferred
- experience supporting process and operational excellence
- excellent relationship building, networking, communication (written and verbal) and interpersonal skills required
- ability to work in a high performance, fast-paced team environment
- ability to adapt to and work effectively within a constantly changing environment
- strong problem solving and negotiation skills
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
- up to 160 hours of paid wellness annually for their own wellness or that of family members
- additional paid time off in the form of 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))
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