Senior Field Support Lead - Driver Ops & Escalations

Professional Transportation Inc; Evansville (IN); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health plan options

Paid time off

401(k) plan

Cell phone discounts

Planet Fitness membership (Evansville)

Advancement opportunities

Job summary

Professional Transportation Inc is seeking a Senior Field Support Specialist to provide technical leadership and daily direction for the Driver Support Center in a fast-paced call center. You will serve as the highest-level escalation point before management, review complex driver issues, monitor performance, and support onboarding and training.

The role requires strong analytical, communication, and organizational skills, with proficiency in HRIS systems and Microsoft Office.

Qualifications

• Education and experience aligned with HR/operations.
• Ability to lead, coach, and support team members.
• Strong analytical and decision-making skills.
• Excellent communication and organizational abilities.

Responsibilities

• Escalates driver issues and interprets policies for Driver Support Field Specialists.
• Determines resolution steps and when management involvement is needed.
• Monitors team performance metrics and escalates concerns.
• Onboards and trains new team members.
• Ensures quality and consistency of support center transactions.
• Identifies service failures and recommends corrective action.
• Leads daily Driver Support Center workflow.
• Provides day-to-day leadership and maintains customer service levels.
• Supports HRIS systems and internal tools usage.
• Leads process improvement initiatives to improve service levels.
• Performs admin/operations/customer service duties with initiative.

Skills

Leadership

Customer service

Problem solving

Analytical thinking

Communication skills

Organizational skills

Education

High School Diploma or GED

Associate degree in HR/Business or related

Tools

HRIS systems

Microsoft Office

Job description

Professional Transportation Inc is seeking a Senior Field Support Specialist to provide technical leadership and daily direction for the Driver Support Center in a fast-paced call center. You will serve as the highest-level escalation point before management, review complex driver issues, monitor performance, and support onboarding and training.

The role requires strong analytical, communication, and organizational skills, with proficiency in HRIS systems and Microsoft Office.