Supervisor Employee Services Contact Center - REMOTE

Employee Services Supervisor

The Employee Services Supervisor is responsible for managing a team handling various complaints, concerns, and questions from customers. This role requires a highly organized professional with management experience to 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

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 : $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.

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.

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.