Ryder Assist Now Supervisor

About the role

The Ryder Assist Now Customer Service Supervisor is responsible for coordinating and supervising shift, daily, and weekly support staff activities; providing leadership, motivation, training, and development of workforce; executing customer requirements. The role focuses on the growth and development of direct reports, day-to-day multi-shift operations of a workgroup, including work analysis and staffing, customer interaction, cost control, quality assurance, continuous improvement, and performance management. The role is focused on maintaining steady workflow and productivity, meeting service/productivity KPI standards, resolving operational problems, and identification of business process opportunities.

Responsibilities

• Work Distribution Monitoring VCC Dashboards, SFDC Dashboards, and Omni Supervisor
• Assigning Cases to ensure a smooth workflow
• Monitoring Outlook Mailbox for system flow issues
• Monitoring Case Load volume per agent
• Staff HR issues (Disciplinary Actions)
• Monthly Planning Calendar
• Staff questions/Coaching
• Facilitate staff meetings
• Coaching and driving case escalations on challenging cases
• Partners with Internal Departments on best practice and case resolution tasks
• Provides subject expertise on case subjects
• Participates or facilitates in-field orientation and cross-training meetings
• Updates shared folders and SharePoint with team documents
• Deliver Team and Agent Level Stats
• Successfully lead, coach and mentor team of direct reports
• Ensure productivity, manage performance and provide floor assistance
• Interact with client groups, as necessary, and resolve client and customer escalation issues in a timely manner
• Educate, motivate, lead, guide and direct team to reach their highest potential both in terms of service metrics and career goals
• Ensure company policies are communicated and administered
• Evaluate performance by monitoring calls and performance against established metric. Provide feedback.
• Develop individual goals as directed by customer service manager and deliver associate performance reviews
• Evaluate performance variances to identify root cause, develop corrective action plan for review with manager, implement approved action plans
• Communicate to manager issues and improvements identified
• Hiring and termination decisions and performance documentation
• Performs other duties as assigned

Qualifications

• H.S. diploma/GED required; Bachelor's degree preferred (Business or related field of study)
• One to three (1-3) years of experience in a lead / supervisory / management position required
• One to three (1-3) years of experience in the transportation/logistics industry preferred
• Customer Service Background or experience in a call center environment intermediate required
• Experience with CRM system intermediate preferred

Skills

• Ability to lead/manage others
• Strong verbal and written communication skills
• Ability to work independently and as a member of a team
• Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments

Schedule

Monday - Friday, 10:00am - 8:00pm

Pay

Salaried. Minimum Pay Range: $65,000 Maximum Pay Range: $65,000

Benefits

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.