Supervisor, Compliance Services
Wheels

Job Info

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Job Description:

OVERVIEW

Supervise title & registration personnel ensuring client satisfaction through effective and efficient execution of Registration Renewals and related services. Work to develop and coach a team of registration specialists through the management of day-to-day functions and responsibilities within Compliance Services.

KEY RESPONSIBILITIES

Leadership:

• Oversee the daily work activities of employees including registration renewal specialists, reg ex specialists, driver fulfillment and support staff.
• Monitor productivity, prepare monthly reports, maintain attendance records, coordinate employee schedules, and prepare payroll.
• Provide assistance and guidance in prioritizing workload, coordinating team efforts, ensuring quality services, and exceeding commitment to clients.
• Ensure employee accountability for timely & accurate transaction processing.
• Establish and maintain a collaborative service structure including setting expectations, reward and accountability.
• Interview candidates, prepare training schedules, assess training needs and coordinate continuing education opportunities for team members.
• Aid in implementation of new processes including system enhancements to better support daily operations and customer expectations, i.e., Salesforce.

Customer Service:

• Maintain a good rapport with internal and external clients.
• Proactively communicate issues impacting external and internal clients
• Promote a culture focused on the overall customer experience.
• Handle customer inquiries, escalations and service recovery situations

Vendor Management

• Establish and maintain good working relationships with tag agencies and DMV's.
• Identify cost saving opportunities with tag agents.
• Hold tag agents accountable for results.

Process Improvement/Quality

• Maintain a culture focused on continuous improvement; encourage employee engagement as it relates to process improvement and Lean methods.
• Help identify opportunities to improve processes.
• Oversite of exception reporting including but not limited to client billing records, file handling and aged requests.
• Monitor and analyze performance metrics to identify trends or opportunities where cost savings/cost avoidance and/or quality improvements can be realized.
• Maintain process maps and standard operating procedures as required.

Supervisory

• Coach, develop job skills, establish performance expectations, give feedback and recognition, take corrective actions, and assist management with hiring and written performance appraisals.

SKILLS/COMPETENCIES

• Ability to lead by example and supervise professionally.
• Collaborator, team focused.
• Coach and assist employees.
• Self-motivated, able to work independently.
• Solid written/oral communication, facilitation and presentation skills
• Strong computer skills - proficient with office suite applications Windows, Word, Excel PowerPoint and Access.
• Abilities to multi -task/manage large volume effectively and efficiently.
• Provide excellent customer service (internal and external).
• Must possess organizational, analytical, process improvement, research, and reliability skills.

EDUCATION & EXPERIENCE

• Bachelor's degree preferred.
• 3-5 years previous supervisor experience in a service industry environment
• 3-5 years customer service experience

PHYSICAL DEMANDS & WORK ENVIRONMENT

While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

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