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Ryder System Supervisor Customer Service in Roswell, Georgia

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SUMMARY

The Customer Service Supervisor is responsible for day-to-day operations of a work group, to include work analysis and staffing, customer interaction, cost control, quality assurance, continuous improvement and performance management of assigned staff. The role is focused on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems and identification of business process.

Manages multiple shifts.

ESSENTIAL FUNCTIONS

Oversees the day to day activities of the service center function.

Coaches and counsels employees on performance, sets performance standards, recommends pay actions, and responsible for other HR actions.

Maintains a thorough knowledge of all company and technical maintenance policies, practices, procedures, programs, and services to act as a resource for staff and customers to answer routine and complex service inquiries.

Resolves key customer administrative inquiries and complaints. Responsible for the quality of phone service provided to customers. Oversees regular quality assurance gauging and feedback sessions with staff.

Monitors, analyzes, and reports Ryder Assist Now performance. Monitors daily and weekly operational statistics, variances, and reporting trends. Ensures continuous improvement on key metrics.

Creates and maintains an environment that promotes positive communications and fosters teamwork within the call center.

Establishes work schedules and assignments.

Reviews and approves operational, technology, and process improvements.

ADDITIONAL RESPONSIBILITIES

Collaborates with the field partners to improve and refine processes

Provides job knowledge and direction to Ryder Assist Now Agents

Executes processes to deliver consistent quality outcomes.

Monitors agent productivity to maximize staffing efficiencies.

Resolves service and quality challenges to continuous improve customer service experience.

Evaluates agent performance.

Identifies and resolves issues that impact the call center

Provides problem solving on cases and provides subject matter expertise while acting as an escalation point

Ensures that the agents are engaged and focused on key metrics.

Performs other duties and special projects as assigned

EDUCATION

Bachelor's degree Business Administration or similar field, or equivalent work experience.

EXPERIENCE

Two (2) years or more experience Supervisory or Lead experience Two (2) years or more experience Ryder experience preferred

SKILLS

Demonstrates analytical skills. Excellent organizational skills. Excellent planning, and decision making skills Strong verbal and written communication skills. Demonstrates problem solving skills. Effective leadership skills. Provide leadership for font-line employees Possesses strong technical aptitude. Demonstrated proficiency in the use of personal computers. Ability to work with reporting systems to pull data on key metrics Demonstrates a high commitment to quality. Demonstrates customer service skills. Demonstrated commitment to customer service as evidenced by previous experience and performance track record Ability to influence internal and/or external constituents. Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors). Flexibility to operate and self-driven to excel in a fast-paced environment. Ability to work independently and as a member of a team. Capable of multi-tasking, highly organized, with excellent time management skills. Detail oriented with excellent follow-up practices

KNOWLEDGE

Proficient in Microsoft Office, including Excel, Word and PowerPoint; intermediate level. Knowledge of Call Center Phone Systems and Salesforce; intermediate level; preferred.

LICENSES

TRAVEL

None

Job Category

Customer Service

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.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. at https://ryder.com/job-applicant-privacy-policy

Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.

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