Glass Fleet Partner Performance Supervisor

Protech Automotive Solutions is looking for highly talented, dedicated and quality-focused teammates to provide top tier service to our customers.

Job Summary

The Fleet Coordinator Supervisor will be responsible for ensuring consistency for the Fleet Coordinator teams in processing repairs for all Fleet Partners. This position will be responsible for ensuring the workflow for accepting, scheduling and follow-up for fleet partners is administered properly and within our service level agreements.

Essential Responsibilities

• Lead and oversee fleet operations of 3rd party partner (BPO) ensuring alignment with organizational goals, standards and KPIs
• Responsible for new and ongoing training and coaching sessions for BPO partner including new directives, policies, or procedures.
• Ensure accurate and timely completion of fleet service requests, maintaining partner SLAs, and providing daily operational updates.
• Act as the primary liaison for billing-related inquiries, ensuring invoicing accuracy and resolution of any discrepancies.
• Handle escalated customer, market, and client-level issues promptly and effectively, ensuring high customer satisfaction.
• Coordinate technician feedback follow-up and communication with internal teams to improve service quality.
• Conduct regular audits, including "on hold" work and end-of-month (EOM) reporting to ensure completeness and accuracy of operational tasks.
• Analyze data insights from reporting in Omega and Auto Integrate to proactively address any operational issues.
• SME for new and ongoing project initiatives such as AI/Omega Integrations, contact center and sales objectives, and other special projects as required.
• Communicate and implement updates to policies and procedures clearly and effectively across the fleet coordination team.
• Stay updated with industry trends and market dynamics to inform team of strategies and operational improvements.
• Represent Caliber Auto Glass positively in client and industry meetings, projecting a professional and customer-focused image.
• Perform additional related duties and responsibilities as required.
  
  

Knowledge, Skills, And Abilities

• Thorough understanding of practices, and policies involved within the fleet relationships.
• Superior verbal and written communication and interpersonal skills.
• Superior managerial and diplomacy skills.
• Extremely proficient in Microsoft Office Suite or related software.
• Excellent organizational skills and attention to detail.
• Excellent analytical, decision-making, and problem-solving skills.
• Ability to understand and convey a sense of urgency and empathy with the customer
  
  

Education, Experience, And Other Requirements

• High school diploma or GED required; degree preferred
• 2-5 years invoicing or billing experience required
• Knowledge of collision industry practices and policies is required
• Experience managing and supervisor others, and in a remote capacity preferred
• Proficient in Software Systems such as CCC One, Omega, Auto Integrate and Workday preferred
• Advanced MS Office skills required, especially Excel and Word
• Ability to manage multiple priorities in a fast-paced environment
• Exceptional verbal communication and written skills
• Self-motivated, positive attitude, with a customer focused vision
  
  

Working Environment / Physical Requirements

Work is generally conducted in a standard office administrative setting with limited exposure to physical hazards.

This role involves minimal to moderate physical activity, including handling items weighing up to 20 pounds. It may require occasional standing or walking but primarily focuses on working at a keyboard, workstation, or desk.

Alignment with Caliber's Core Values -- We do the Right Thing -- We are Inspired to Serve -- We are Courageous -- We are Proud -- We have Fun