Ryder Assist Now Supervisor

Ryder Supply Chain Solutions•Alpharetta, GA

3d•Onsite

About The Position

To coordinate and supervise the shift, daily and weekly support staff activities; providing leadership, motivation, training, and development of workforce; executing customer requirements. The Ryder Assist Now Customer Service Supervisor is responsible for the growth and development of their direct reports, and 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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 possible improvements identified
Performs other duties as assigned.