Supervisor, Business Services (NextGear Capital)

Cox Communications • Carmel, IN

2d • Onsite

About The Position

The Supervisor will be responsible for a group of Business Service Specialists, supervising the completion of high-volume title processing and shipping for NextGear’s internal and external clients, as well as maintaining a set of goals for each Business Service Specialist’s performance. Through training and mentoring, the Supervisor will continue to develop each team members’ skill base and knowledge of vehicle title processing and shipping requirements, internal policies and procedures, and the NextGear standard for customer service. The schedule for this position is Monday through Friday from 10AM to 7PM.

Requirements

• 4 years of relevant experience in related field, BA/BS and 4+ years’ experience, MA/MS and 2 years’ experience, or Ph.D and up to 1 year experience.
• Ability to work under limited supervision, exercising judgement on advanced and complex issues.
• Ability to communicate at all socioeconomic levels (team members and clients) for maximum outcomes.
• Must have strong organizational skills and be an extremely detail-oriented individual.
• Effective communication skills and strong customer service attitude is required.
• Must be proficient in Microsoft Office Suite.
• Must be or be willing to become an Indiana Notary.

Nice To Haves

• Extensive TMS/NGen/Discover/Perceive/Salesforce knowledge preferred but not required.
• Experience in leading and/or mentoring and developing others.
• Experience in title services.
• Previous supervisory experience is preferred, and previous vehicle title handling is beneficial for the position.
• Ability to recognize title brands and other relevant notations related to titles is preferred.

Responsibilities

• Research and resolve issues brought to the Supervisor by team members working TMS queues, Perceive, ServiceNOW tickets, or any other source.
• Review and coach Business Service Specialists on outgoing communication, including calls, emails, and ticket responses, made to internal clients (other NextGear departments, Cox business units) and external clients (dealers, auction partners, etc).
• Manage daily administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, policy compliance, and maximizing team productivity.
• Maintain and update departmental process and procedure documentation.
• Create and maintain departmental training documentation.
• Train and schedule training for newly hired or existing team members.
• Work to improve performance of Business Service Specialists by continued cross-training and updated training in existing assignments, including providing job-shadowing opportunities with other NextGear departments.
• Lead daily team meetings to keep the department on target with expectations and goals.
• Work closely with peer Supervisors for vault, mail room, and title process issues and operations.
• Stay up to date with and coach Business Service Specialists on relevant US Federal, State, and Territory title information (including brands and non-standard forms).
• Review department metric and workflow reports daily, weekly, and monthly to determine potential issues, reporting such issues to the Director of Titles & Records with solutions.
• Plan, monitor, and evaluate job performance and conduct performance evaluations for Business Service Specialists.
• Write and present coaching reports, both positive and disciplinary, for Business Service Specialists.
• Work with Director of Titles & Records to continually troubleshoot and enhance TMS and Perceive systems.
• Additional assigned tasks and special projects as requested by the Director of Titles & Records.

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.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager