Note: The job is a remote job and is open to candidates in USA. Ryder System, Inc. is a transportation and logistics company focused on delivering reliable fleet, supply chain, and customer service solutions. The Supervisor Customer Service leads and develops contact center staff, manages service performance metrics, handles escalations, and ensures customer requirements are met across inbound and outbound communications.
Responsibilities
- 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 possible improvements identified
- Additional responsibilities include hiring and termination decisions and performance documentation
- Performs other duties as assigned
Skills
- H.S. diploma/GED required
- One (1) year or more One to three (1-3) years of experience in a lead / supervisory / management position required
- Customer Service Background or experience in a call center environment intermediate required
- 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, must be open to working 1st and 2nd shift - Remote
- The Candidate will have 1-3 years of leadership experience in the transportation industry
- None
- Bachelor's degree preferred Business or related field of study
- One (1) year or more One to three (1-3) years of experience in the transportation/logistics industry preferred
- Experience with CRM system intermediate preferred
Benefits
- Remote work
- For all Full-time positions only: comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance and disability insurance options
- For all Full-time positions only: paid time off for vacation, illness, bereavement, family and parental leave
- For all Full-time positions only: a tax-advantaged 401(k) retirement savings plan
- 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.
Company Overview
Company H1B Sponsorship