Alpharetta, Georgia

**Current Employees:**

If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process. To learn how to apply for a position using the Career worklet, please review this quick reference guide (https://rydersystems.service-now.com/sys\_attachment.do?sys\_id=a39f83621bd99050632a4223cd4bcb91) .

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

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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. (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.

\#wd

Alpharetta, Georgia

At Ryder, we understand what makes a good career great.

  • Working with smart people you can count on
  • Having the ability to contribute your vision to a larger mission
  • Working together to overcome challenges and define new solutions
  • …and doing it all at a place that encourages you to be your best.

At Ryder, we give you the power to get things done. Because a great career doesn’t just make you feel good today, it inspires you to excel tomorrow.

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