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.

** bilingual 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

• 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.

For more information about benefits, click here to download the comprehensive benef