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Workflow Coordinator Supervisor

Cincinnati, OH, US, 45212

77541

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

The Workflow Coordinator Supervisor oversees a team of Workforce Operations Coordinators and Schedulers who provide direct support to the CDK customers and employees using our systems. This role requires skills in people leadership and operations and will establish guidelines and workflow processes to improve the customer experience and assist in root cause analysis and solutions to drive change.  They will ensure appropriate scheduling and proactive planning to ensure appropriate coverage.  Conduct scheduled team meetings and individual one-on-one with employees.  Responsible for team and individual training and development to ensure core competencies are achieved.  Work toward the good of the entire team through continuous communication and involvement and by integrating projects and activities.

 

Key job duties:

  • Manage customer escalations to completion and drive root cause analysis and solutions
  • Responsible for team and individual training, and communication of updates to all staff
  • Assist in interview and hiring decisions
  • Manage projects as assigned
  • Takes the unpopular stand to challenge the status quo, but support the unified decision of the management team, even if initially against it.
  • Provide timely and effective communication
  • Portrays a professional persona with internal and external clients
  • Provides regular associate career and job coaching and is responsible for writing associates annual appraisals
  • Defines and executes business processes to ensure business goals for Service Level and Case Resolution are met
  • Manages to results and takes action to achieve
  • Facilitates the acceptance of change in the workplace
  • Supports professional growth for all associates
  • Assist in maintaining high level customer satisfaction
  • Interacts with peers on projects that may have an impact on the Technical Support department
  • Act as the manager on call for rotating weekend support shifts

 

Knowledge areas:

  • Experience in workforce operations, technical support
  • Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
  • Basic understanding of computer systems and internet connectivity
  • Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills
  • Ability to work weekends and/or evenings as needed
  • Basic understanding of automotive industry
  • Background in automotive industry a plus

 

 Qualifications / Requirements:

  • Technical support experience preferred.
  • Bachelor’s degree or equivalent work experience
  • 3+ Supervisor experience
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented collaborative environment
  • PMP or project management experience preferred

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Cincinnati

Job Segment: Outside Sales, Supply, Advertising, Project Manager, Technical Support, Sales, Operations, Marketing, Technology

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