• Supervisor, Customer Analytics and Administration

    Job Locations US-FL-Deerfield Beach
    Posted Date 3 weeks ago(6/1/2018 1:32 PM)
    Requisition ID
    # of Openings
    Job Family
    Call Center Operations
  • Overview

    JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Group’s competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice.

    Job Description

    The Supervisor, Customer Analytics and Administration, will be responsible for a team of associates who perform duties for the Customer Service Department, supporting Mechanical Claims, Tier 1, Payment and GAP for a multi-site call center operation.


    The main areas of the Admin department that fall under the responsibility of the supervisor are FWS Administration, Operational Analytics and Quality Assurance (QA).


    The primary role is to build capacity for our future, creating an environment that supports, and is prepared for growth and innovation. This role is also responsible for managing process, procedures, reporting and audit functions in order to help management maintain operational control and efficiency.


    Job Responsibilities:

    • Support and understanding of the various roles is essential to maintain a cohesive team, as well as guide the development for each associate
    • Ensure processes within the Customer Service department are being adhered to by supervising Quality Assurance team responsible for completing ongoing audits and providing valuable feedback to operations to assist with training opportunities.
    • Maintain compliance with the Model Audit Rule (MAR) by completing ongoing audits of defined controls and retaining necessary documentation.
    • Review reconciliations and payments to our vendors, both Like, Kind and Quality (LKQ) and inspection companies
    • Manage projects related to updating the Desk Manual, Mainframe (such as annual Warranty Edits) and the Business Continuity Plan
    • Policy and procedure updates
    • Ensuring timely completion of performance and ad hoc reports
    • Assist in the development of periodic performance reports, including associate stat cards
    • Oversight of communications for customer inquiries
    • Special projects will be assigned based on department goals and initiatives

    Job Requirements

    • Bachelors Degree in Business Administration, MBA preferred
    • Supervisory Experience preferred
    • Excellent project management, interpersonal and organizational skills
    • Experience in identifying, recommending, and communicating/implementing process improvement enhancements
    • Ability to work under tight deadlines while being flexible and responsive to changing conditions
    • Strong critical thinking, analytical and problem solving skills
    • Ability to prioritize tasks efficiently with a high level of attention to detail
    • High degree of proficiency with productivity tools (especially Microsoft Excel)
    • Proficient in MS Access, PowerPoint and Word.
    • Must have the ability to multitask and prioritize in a fast paced environment
    • Must possess strong verbal and written communication skills
    • Ability to interact with all levels within the organization
    • Must maintain a high degree of confidentiality


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