Wheels, Inc. Supervisor-Registration Services in Des Plaines, Illinois
Wheels, Inc. was established in 1939 as the world's first automotive fleet leasing and management company. As one of the largest privately-held companies in North America, Wheels features a portfolio of 315,000 vehicles under management across the continent, capabilities in 40 countries worldwide, and a client base that consists of some of the best-known businesses in the world. In addition to vehicle acquisition and leasing, Wheels provides numerous specialized services that help all sorts of organizations manage their fleets. These include driver/vehicle support functions like maintenance management, fuel cards, and registration processing, as well as strategic account-level consultation to drive optimal fleet efficiency and measure results.
Supervise title & registration personnel ensuring client satisfaction through effective and efficient execution of Registration Renewals, Vehicle Plating and Commercial Motor Vehicle accounts.
Oversee the daily work activities of employees including registration Renewal Specialists, RegEx specialists, Commercial Motor vehicles coordinator 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 team-oriented service structure including setting expectations, reward and accountability.
Interview candidates, prepare training schedules, assess training needs and coordinate continuing education opportunities for team members.
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
Oversee various auditing measures to ensure quality of product (plate type, weight, expiration, verification of DOT accounts numbers)
Establish and maintain good working relationships with tag agencies and DMV’s
Understand processing requirements and management to achieve goals for base plating, annual renewals, IRP accounts including Commercial Motor vehicle account set-ups.
Identify cost saving opportunities with tag agents
Hold tag agents accountable for results and key KPI metrics
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
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
Ability to lead by example and supervise professionally
Team player, 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.
- Coach, develop job skills, establish performance expectations, give feedback and recognition, take corrective actions, and assist management with hiring and written performance appraisals.
EDUCATION and/or EXPERIENCE
Bachelor's degree preferred
3-5 years previous supervisor experience in a service industry environment
External Company URL: www.wheels.com