Supervisor Employee Services Contact Center - REMOTE

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Job Description : 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.

• ilingual is a plus

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

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.

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 :

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