Supervisor, Technical Customer Care

The Supervisor, Technical Customer Care supports and leads a designated group of Technical Customer Care employees in Dealertrack DMS. The responsibilities include inbound contact management in addition to conducting performance reviews, training, and coaching/development. This role is responsible for leading employees to meet and exceed personal goals, as well as providing the necessary support to ensure each team is delivering excellent support to clients based on quality assurance standards.
What You'll Do

• Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.
• Supervises employees as they:
• Handle assigned cases and task queues
• Engage with customers, by phone, email or other means
• Clarify and ensure customer understanding of device, platform and network functionality and operations.
• Enforces company policies and ensures adherence to regulatory requirements.
• Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities.
• Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements.
• Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams.

Travel:

• Occasional travel for training and offsite meetings, approximately once per quarter.

Location:
This is a hybrid position with 2 days in office per week. All qualified candidates must reside in/near the following locations:

• Atlanta, GA
• Burlington, VT
• Draper, UT
• Exton, PA
• Overland Park, KS

Who You Are
Minimum

• High School Diploma/GED and 5 years' experience OR BA/BS and 3 years' experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience
• Three (3) years' Contact Center experience required.
• Ability to work flexible work hours/schedule.
• Proven ability to organize and prioritize daily work; exercise project management skills.
• Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results.
• Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools.
• Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.

Preferred

• Software industry knowledge preferred.
• Automotive industry knowledge preferred.
• Salesforce CRM case logging and reporting preferred.
• Experience with interaction distribution systems such as Genesys Pure Cloud.
• Ability to apply knowledge of the business and/or industry to maximize results, limit risk and effectively contribute to the organization.
• Proficiency in the ability to effectively develop individuals by setting specific and measurable goals that align with the organization's purpose and values.
• Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success and developing and retaining high-performing employees.

USD 74,000.00 - 111,000.00 per year
Compensation:
Compensation includes a base salary in the range of $74,000.00 - $111,000.00. 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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets