Supervisor Employee Services Contact Center - REMOTE

Ryder System, Inc.; Phoenix (AZ); Remote; USD 57,000 - 70,000; Full time

Job summary

A transportation and logistics company is seeking an Employee Services Supervisor in Phoenix, Arizona, responsible for managing a customer service team. The ideal candidate will have experience in HR operations and team management, ensuring efficient call center operations while maintaining customer satisfaction. Competitive salary range is $57,900 to $70,000 per year with comprehensive benefits.

Benefits

Comprehensive health benefits

Paid time off

401(k) retirement savings plan

Qualifications

• Four or more years of experience in HR operations required.
• Three or more years of managerial experience required.
• Experience developing processes and standards required.

Responsibilities

• Manage a team handling complaints and concerns from customers.
• Develop operational policies and procedures for the contact center.
• Provide training and mentorship to direct reports.

Skills

Proactive nature

Cross-team collaboration

Continuous improvement

Resource organization

Client customer experience

Delegation skills

Education

Highschool diploma/GED

Bachelor's degree in business or related field

Job description

Overview

Job Description:

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.

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

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 [e-mail] or 800-793-3754.

Current Employees :

If you are a current employee at Ryder, please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.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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