Call Center Supervisor - Customer Care

About the role

RXO is a leading provider of transportation solutions, using cutting-edge technology to revolutionize the industry. As a Supervisor, Customer Care in Last Mile at RXO, you will lead a team of Specialist, Customer Care, ensuring superior service delivery to online customers.

Responsibilities

• Organize and supervise day-to-day operations and activities of a customer care team to achieve key performance goals.
• Support the building and development of an effective and high-performance team.
• Maintain daily and weekly statistics for individual direct reports.
• Research department results.
• Troubleshoots operational problems.
• Complete team reports as required.
• Identify and research escalated problems and provide guidance to direct reports for resolution.
• Serve as point of escalation for transactions requiring advanced expertise or discernment to resolve complex customer issues and ensure timely follow up and customer satisfaction.

Requirements

• Bachelor's degree or equivalent related work or military experience
• 3 years' experience in a supervisory call center role in the logistics or transportation industry
• Advanced experience with Excel including pivot tables and vlook-up

Qualifications

• 4+ years’ experience in logistics
• Excellent written and verbal communication skills
• Ability to exercise appropriate judgment, especially with upward communication regarding department or employee concerns

Skills

• Microsoft Office (Outlook, Word and PowerPoint)

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with up to 5% company match
• Pre-tax accounts to help streamline eligible expenses
• Company-paid disability and life insurance
• Employee Assistance Program (EAP)
• Career and Leadership Development Programs
• Paid time off, company holidays, and volunteer days

Pay

N/A

Schedule

N/A

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with up to 5% company match
• Pre-tax accounts to help streamline eligible expenses
• Company-paid disability and life insurance
• Employee Assistance Program (EAP)
• Career and Leadership Development Programs
• Paid time off, company holidays, and volunteer days