Share this Job

CXC Operations Manager

Apply now

Apply for Job

Date: Jul 10, 2019

Location: Valdosta, GA, US, 31602

Company: CDK

Job Description

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 vBDC Operations Manager is the direct supervisor of the vBDC Team Leaders and CSR’s and is responsible for the following but not limited to: uphold the standards of the company and be a role model and mentor to all Trainers, Team Leaders and CSR’s.  Ensure that department metrics and goals are met in relation to surveys per hour, transfer rate, hot fax, appointments set, appointments show rate, etc.  As an Operations Manager it is imperative to provide a positive atmosphere to motivate, encourage and develop the Team Leaders and CSR’s that fall under the realm of responsibility.  Every decision that is made should contribute to the overall growth, reputation, and financial well being of the company, goals, strategies and morale throughout the vBDC. Coordinate with the training department to manage and update all information related to campaign trends and market conditions.   Identify ways to improve efficiency and improve vBDC profitability. Recommend policy guidance and standards of achievement, and ensure existing policies are enforced. Design and deliver internal and external reports and other related communications. Establish and implement departmental procedures to measure performance against quarterly and annual goals.  Be fully knowledgeable of all campaigns, as well as the products and services offered.  Operation Manager has responsibility for any and all cancelations associated with their assigned campaign.  Be punctual for all meetings and work schedules, must maintain a neat and clean appearance including hygiene, professional and positive attitude and eagerness to strive to be the best of yourself, peers and your subordinates.  Perform any other assigned duties and responsibilities.

Job Responsibilities:

  • Must be able to perform all duties and tasks of Team Leaders and CSR’s and be able to fill in as needed
  • Always display yourself in a professional manner
  • Always looking for opportunities to increase vBDC efficiency and profitability
  • Accountable for achieving established metrics for assigned campaigns by identifying and presenting  ways to increase overall company performance metrics
  • Accountable for Team Leaders and ensuring that they are completing agendas, Weekly Assessment Forms, appropriate floor coverage, etc.
    • Assist Team Leaders  in setting daily, weekly and monthly goals for themselves, as well as the CSR’s
    • Communicate with Team Leaders when challenging campaigns are on the dial plan so they can plan for games to keep employees motivated to maximize results
    • Audit and coach Weekly Assessment Form content
  • Administer different forms of coaching, including: role play, self discovery, demonstration, one on one feedback and structured exercises when completing “Team Leader Evaluations” (blue sheets) on every Team Leader on your team  bi-weekly
  • Print all reports from previous day and take appropriate action (AA, break, etc.)  as well as reconcile attendance errors for time management
  • Run campaign stats every 2 hours and send to senior management, as well as identify low performers that need attention
  • Resolve any computer or equipment issues as they arise on the floor, including when the dialer goes down (If dialer goes down complete correct manual log / assign TL’s group coaching sessions on floor)
  • Using the discipline database document and deliver  all discipline items on a daily basis
  • Process all paper work that is turned in, such as shift trades, schedule changes and request for time off
  • Constantly monitor e-mail for any updates or items that need immediate attention
  • Complete one Manager Assessment Form (pink sheet) on a struggling agent everyday
  • Verify all appointment error alert e-mails, take appropriate corrective action and send out e-mail response
  • Reconcile missing appointments on all campaigns
  • Complete all 90 and 180 day performance reviews on all CSR’s  and all 6 month  Team Leader reviews by the due date
  • Hold all CSR’s and Team Leaders accountable for their actions on the floor:
    • Posture in chair
    • Talking over or around cubicles to peers or with Team Leaders about non-work related topics (Talking should be minimal on floor between agents)
    • Sending calls promptly when finished
    • Monitoring non-productive time (no calls in buffer, sitting in not ready or wrap, etc.)
  • Identify any CSR’s ready to move to Team Leader, also verify any CSR that has been identified to move to the next campaign is truly ready by listening to at least 5 recorded calls from the previous two days worked
  • Attend weekly Operation Manager meetings and campaign specific calibration meetings
  • Provide weekly performance metrics to senior management in order to measure campaign results and trends
  • Keep work area clean

 

 

Required Skills:          

  • Associate’s degree or its equivalent with at least 5 years contact center or management experience in related field
  • Ability to effectively lead, mentor and manage a team of 40 to 60 individuals
  • Accurately recognize training needs and have the ability to relay information in a clear manner
  • Ability to effectively coach based on different learning behaviors
  • Ability to effectively communicate in a one on one and team environment
  • Exceptional time management and multitasking ability
  • Strong verbal and written communication skills
  • Self Discipline and patience
  • Efficient in Microsoft office

***Must work Nights & Weekends

 

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: Valdosta

Job Segment: Operations Manager, Outside Sales, Marketing Manager, Supply, Operations, Sales, Marketing

Apply now

Apply for Job