Overview

Supervisor Employee Services Contact Center - REMOTE

Join to apply for the Supervisor Employee Services Contact Center - REMOTE role at Ryder System, Inc.

Summary: The Employee Services Supervisor is responsible for managing a team handling various complaints, concerns and questions from customers, and is a highly organized professional with management experience who can ensure the most efficient call center operations while maintaining customer satisfaction. Ensure Employee Services staff have the training and tools to meet and exceed customer service expectations.

Responsibilities

• Develop and implement operational support policy, procedures, and technology programs to support contact center management.
• Ensure service is delivered in line with agreed controls, procedures, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor live dashboards for call/chat metrics and SLA targets and take corrective steps in real time as required.
• Monitor process metrics and collaborate with Data & Knowledge Managers to drive strategies to achieve positive customer experience.
• Provide training, mentorship, guidance, support, and performance feedback to direct reports (Tier 1 Call Center Representatives and Tier 2 Functional Specialist). Ensure contact center staff have the training and tools to meet and exceed customer service expectations.
• Serve as point of contact for any case escalations.
• Lead process audits to identify risks and critical issues.
• Collect and provide information for monthly KPIs.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Demonstrates a proactive nature and exceptional initiative to increase productivity and contribute to the organization.
• Facilitates building cross-team / cross-unit partnerships that strive to achieve common organizational goals.
• Initiates change in the organization through maximization of collective team talents.
• Demonstrates a commitment to continuous improvement to stay ahead of changing needs and foster collaborative interaction.
• Organizes resources and activities to get things done regardless of obstacles.
• Optimizes utilization of resources to provide a delightful and consistent client customer experience.
• Consistently and effectively delegates tasks, decision making and authority to maximize productivity and efficiency.

Qualifications

• High school diploma / GED required.
• Bachelor\'s degree in business, HR or related field preferred.
• Four (4) years or more experience in HR operations required.
• Three (3) years or more managerial experience required.
• Three (3) years or more managerial experience in a contact center preferred.
• Experience developing and implementing processes, procedures, systems and/or standards required.

Compensation and Benefits

• Pay Type: Salaried
• Minimum Pay Range: $57,900.00
• Maximum Pay Range: $70,000.00
• For all Full-time positions: Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance and disability insurance options, paid time off, and a tax-advantaged 401(k) retirement plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, disability, or other protected characteristics.

Important Note: Some positions require additional screening, including employment and education verification; motor vehicle records check and/or background requirements of the customer to which you are assigned.

Security Notice For Applicants: Ryder will only communicate with an applicant directly from a ryder.com email address and will never conduct an interview online through a chat-type forum, messaging app, or online questionnaire. During an interview, Ryder will never ask for payment or banking details or solicit personal information outside of the formal submitted application through For questions, contact careers@ryder.com or 800-793-3754.

Current Employees: If you are a current employee at Ryder, please log in to Workday to apply via the internal process.

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