Description
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Job Description :
Summary
Work Schedule: Monday - Friday, 10:00am - 8:00pm
To coordinate and supervise the shift, daily and weekly support staff activities; providing leadership, motivation, training, and development of workforce; executing customer requirements.
The Ryder Assist Now Customer Service Supervisor is responsible for the growth and development of their direct reports, and day-to-day multi-shift operations of a workgroup, including work analysis and staffing, customer interaction, cost control, quality assurance, continuous improvement, and performance management. The role is focused on maintaining steady workflow and productivity, meeting service/productivity KPI standards, resolving operational problems, and identification of business process opportunities.
Work Distribution
Monitoring VCC Dashboards, SFDC Dashboards, and Omni Supervisor
Assigning Cases to ensure a smooth workflow
Monitoring Outlook Mailbox for system flow issues
Monitoring Case Load volume per agent
Staff
HR issues (Disciplinary Actions)
Monthly Planning Calendar Staff questions/Coaching
Facilitate staff meetings
Coaching and driving case escalations on challenging cases
Partners with Internal Departments on best practice and case resolution tasks
Provides subject expertise on case subjects
Participates or facilitates in-field orientation and cross-training meetings
Updates shared folders and SharePoint with team documents
Deliver Team and Agent Level Stats
Essential Functions
- Successfully lead, coach and mentor team of direct reports
- Ensure productivity, manage performance and provide floor assistance
- Interact with client groups, as necessary, and resolve client and customer escalation issues in a timely manner
- Educate, motivate, lead, guide and direct team to reach their highest potential both in terms of service metrics and career goals
- Ensure company policies are communicated and administered
- Evaluate performance by monitoring calls and performance against established metric. Provide feedback.
- Develop individual goals as directed by customer service manager and deliver associate performance reviews
- Evaluate performance variances to identify root cause, develop corrective action plan for review with manager, implement approved action plans.
- Communicate to manager issues and possible improvements identified
- Additional responsibilities include hiring and termination decisions and performance documentation
Additional Responsibilities
- Performs other duties as assigned.
Skills and Abilities
- Ability to lead/manage others
- Strong verbal and written communication skills
- Ability to work independently and as a member of a team
- Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments
- Customer Service Background or experience in a call center environment intermediate required
- Experience with CRM system intermediate preferred
Qualifications
- H.S. diploma/GED required
- Bachelor's degree preferred Business or related field of study
- One (1) year or more One to three (1-3) years of experience in a lead / supervisory / management position required
- One (1) year or more One to three (1-3) years of experience in the transportation/logistics industry preferred
- Customer Service Background or experience in a call center environment intermediate required
- Experience with CRM system intermediate preferred
Travel: None
DOT Regulated: None
Job Category: Customer Service
Our Culture & Commitment :
At Ryder, you're trusted to make an impact—while enjoying room to grow and having a voice that's heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.
Your Voice. Your Success. The Future We Build Together.
Compensation Information :
The compensation offered to a candidate may be influenced by a variety of factors, including the candidate's relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:
Pay Type :
Salaried
Minimum Pay Range:
$65,000
Maximum Pay Range:
$65,000
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.
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 (https://wd5.myworkday.com/ryder/d/task/2998$46522.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) .
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