24/7 Transportation Support Leader — Ops & People

Penske Logistics LLC; Reading (Berks County); On-site; USD 85,000 - 110,000; Full time

Job summary

Penske Logistics LLC in Reading, PA is seeking a Manager, Transportation Support Services (TSS) to lead a 24/7 contact center with up to 100 associates and 20 supervisors. The role focuses on workforce management, hiring, training, and financial controls while delivering exceptional customer service.

The manager will drive performance metrics, process improvements, and talent development, coordinating with internal customers and partners.

Qualifications

• Bachelor's degree preferred; equivalent experience accepted.
• Minimum 5 years of call center/logistics leadership experience.
• Experience managing large teams and multiple levels of leadership.
• Advanced proficiency with reporting and workforce management systems.

Responsibilities

• Provide day-to-day leadership for the TSS operations within a 24/7, 365-day contact center environment.
• Manage daily workflow, staffing levels, productivity, service levels, schedule adherence and customer response metrics to ensure operational objectives are achieved.
• Build and maintain effective working relationships with customers and operational partners to ensure service expectations are met.
• Serve as the escalation point for complex customer concerns, operational disruptions, and service recovery situations.
• Identify and implement process improvements that enhance service delivery, associate effectiveness, and productivity.
• Prepare and present operational performance updates, trends, and recommendations to department leadership.
• Communicate effectively across all levels of the organization, inspire engagement, reinforce departmental priorities, and serve as a role model for service excellence and leadership.
• Manage departmental staffing plans and operating expenses while ensuring accurate customer billing and adherence to established financial controls.
• Ensure accurate internal cost allocations and financial controls.
• Lead recruiting, hiring, onboarding, coaching, performance management, succession planning, and associate development.
• Drive employee engagement, retention, and leadership development initiatives.
• Foster a culture focused on safety, accountability, customer service, teamwork, and continuous improvement.
• Other projects and tasks as assigned.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Stakeholder influence

Attendance

Education

Bachelor's degree

Tools

Workforce management systems

Job description

Penske Logistics LLC in Reading, PA is seeking a Manager, Transportation Support Services (TSS) to lead a 24/7 contact center with up to 100 associates and 20 supervisors. The role focuses on workforce management, hiring, training, and financial controls while delivering exceptional customer service.

The manager will drive performance metrics, process improvements, and talent development, coordinating with internal customers and partners.