Ryder System, Inc.
Supervisor Employee Services Contact Center - REMOTE
Ryder System, Inc., Boston, Massachusetts, us, 02298
Overview
Job Description: 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. Shift hours vary / hours of operation 8:00 AM - 8-00 PM EST Essential Functions
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 Service Level Agreements (SLAs) targets and take corrective steps 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 audit to identify risks and critical issues
Collect and provide information for monthly Key Performance Indicators (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 fostering collaborative interaction to focus on continuous improvement
Organizes resources and activities to get things done regardless of obstacles
Optimized utilization of resources to provide a delightful and consistent client customer experience
Consistently and effectively delegates tasks, decision making and authority in a way that maximized productivity and efficiency
Qualifications
Highschool 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
Job Category:
HR Compliance Compensation Information
Pay Type
: Salaried Minimum Pay Range: $57,900.00 Maximum Pay Range: $70,000.00 Benefits Information
For all Full-time positions only
: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan. For more information about benefits, click here (https://ryder.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4022345&hashed=256118533) to download the comprehensive benefits summary. 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, status as a protected veteran, among other things, or status as a qualified individual with disability. Important Note
: Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging 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 (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers . Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754. Current Employees
: If you are a current employee at Ryder, please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process. Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://ryder.com/job-applicant-privacy-policy) . #wd
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Job Description: 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. Shift hours vary / hours of operation 8:00 AM - 8-00 PM EST Essential Functions
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 Service Level Agreements (SLAs) targets and take corrective steps 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 audit to identify risks and critical issues
Collect and provide information for monthly Key Performance Indicators (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 fostering collaborative interaction to focus on continuous improvement
Organizes resources and activities to get things done regardless of obstacles
Optimized utilization of resources to provide a delightful and consistent client customer experience
Consistently and effectively delegates tasks, decision making and authority in a way that maximized productivity and efficiency
Qualifications
Highschool 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
Job Category:
HR Compliance Compensation Information
Pay Type
: Salaried Minimum Pay Range: $57,900.00 Maximum Pay Range: $70,000.00 Benefits Information
For all Full-time positions only
: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan. For more information about benefits, click here (https://ryder.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4022345&hashed=256118533) to download the comprehensive benefits summary. 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, status as a protected veteran, among other things, or status as a qualified individual with disability. Important Note
: Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging 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 (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers . Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754. Current Employees
: If you are a current employee at Ryder, please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process. Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://ryder.com/job-applicant-privacy-policy) . #wd
#J-18808-Ljbffr