Ryder System, Inc.
Supervisor Employee Services Contact Center - REMOTE
Ryder System, Inc., Denver, Colorado, United States, 80285
Overview
Supervisor Employee Services Contact Center - REMOTE 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 audit 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 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 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 Job Details
Job Category: HR Compliance Employment type: Full-time Seniority level: Mid-Senior level Industry: Transportation, Logistics, Supply Chain and Storage Compensation
Pay Type: Salaried Minimum Pay Range: $57,900.00 Maximum Pay Range: $70,000.00 Benefits
For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, disability insurance, paid time off, and a tax-advantaged 401(k) plan. For more information, download the comprehensive benefits summary here: https://ryder.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4022345&hashed=256118533 Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or other protected status. Important Notes
Some positions require additional screening (employment/education verification, motor vehicle records check, road tests, or other customer-specific requirements). Security notices: Ryder will only communicate with applicants from a @ryder.com email address and will never conduct an interview online via chat, messaging apps, or an online questionnaire. Do not share banking details or personal information outside of the formal application process. For questions, contact careers@ryder.com or 800-793-3754. Current employees: If you are a current Ryder employee, log in through Workday to apply via the internal process. Job seeker privacy policy: https://ryder.com/job-applicant-privacy-policy
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Supervisor Employee Services Contact Center - REMOTE 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 audit 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 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 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 Job Details
Job Category: HR Compliance Employment type: Full-time Seniority level: Mid-Senior level Industry: Transportation, Logistics, Supply Chain and Storage Compensation
Pay Type: Salaried Minimum Pay Range: $57,900.00 Maximum Pay Range: $70,000.00 Benefits
For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, disability insurance, paid time off, and a tax-advantaged 401(k) plan. For more information, download the comprehensive benefits summary here: https://ryder.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4022345&hashed=256118533 Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or other protected status. Important Notes
Some positions require additional screening (employment/education verification, motor vehicle records check, road tests, or other customer-specific requirements). Security notices: Ryder will only communicate with applicants from a @ryder.com email address and will never conduct an interview online via chat, messaging apps, or an online questionnaire. Do not share banking details or personal information outside of the formal application process. For questions, contact careers@ryder.com or 800-793-3754. Current employees: If you are a current Ryder employee, log in through Workday to apply via the internal process. Job seeker privacy policy: https://ryder.com/job-applicant-privacy-policy
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