Cox Automotive is currently looking for a Manager, Employee Service Center to join our team in Orlando, Florida.

• Lead and manage the Workforce Administration team, providing guidance, support, and development opportunities.
• Set performance expectations and conduct regular evaluations of team members.
• Ensure the team adheres to policies, procedures, and service level agreements (“SLAs”).
• Oversee the accurate and timely processing of employee data such as hires, terminations, transfers, and promotions.
• Identify opportunities to streamline processes and improve the efficiency of workforce administration services.
• Implement best practices in data management, automation, and digital tools.
• Monitor key performance indicators (“KPIs”) and develop strategies to meet or exceed performance targets.
• Use data to inform decision-making and recommend improvements in workforce management.
• Work closely with HR business partners, payroll, benefits, talent acquisition, and other departments to ensure alignment and service delivery.
• Serve as the point of contact for escalations and complex workforce administration issues.
• Facilitate effective communication and collaboration across departments to ensure consistency in HR operations.
• Oversee the resolution of employee inquiries related to workforce data, employee records, and HR policies.
• Ensure timely and accurate responses to HR tickets, providing excellent customer service to employees and stakeholders.
• Provide coaching, mentoring, and training opportunities to team members to develop their skills in workforce administration.
• Encourage a culture of continuous improvement and professional development within the team.
• Identify and mitigate potential risks related to data management, legal compliance, and employee records.
• Handle complex cases or situations that require escalation and liaise with legal or HR leadership when needed.
• Perform other duties as requested.

Qualifications

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 years’ experience in a related field; or 10 years’ experience in a related field.
• 1+ year of experience in a management or lead role.
• Operational experience with leave management, payroll administration, benefits, employee relations, compensation and other HR subject areas.
• Excellent organizational, analytical, communication, and problem-solving skills.
• Proficiency in Microsoft suite, including Excel and Word.
• Experience with KPIs, SLAs, data analysis to drive process and procedural improvement.

Preferred Qualifications

• Experience managing a team.
• 3 years in HR Shared Services environment.
• Multi-state payroll, benefits, and HR experience.
• Experience in nonexempt, exempt, and union employee programs.
• Knowledge and hands-on experience in HR and timekeeping systems, such as Workday, Kronos and ServiceNow.
• Experience in process redesign and automation.
• Proven track record in leading multi-disciplined work teams within a dynamic environment (HR processing & contact center).