Supervisor Employee Services Contact Center - REMOTE

Supervisor Employee Services Contact Center - REMOTE Ryder System, Inc. is recruiting for the Supervisor Employee Services Contact Center - REMOTE role. Overview The Employee Services Supervisor is responsible for managing a team handling various complaints, concerns and questions from customers and is a highly organized professional with management experience who can ensure the most efficient call center operations while maintaining customer satisfaction. Ensure Employee Services staff have the training and tools to meet and exceed customer service expectations. Responsibilities Develop and implement operational support policy, procedures, and technology programs to support contact center management Ensure service is delivered in line with agreed controls, procedures, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor live dashboards for call/chat metrics and SLA targets and take corrective steps in real time as required Monitor process metrics and collaborate with Data & Knowledge Managers to drive strategies to achieve positive customer experience Provide training, mentorship, guidance, support, and performance feedback to direct reports (Tier 1 Call Center Representatives and Tier 2 Functional Specialists). Ensure staff have the training and tools to meet and exceed customer service expectations Serve as point of contact for case escalations Lead process audits to identify risks and critical issues Collect and provide information for monthly KPIs Additional Responsibilities Performs other duties as assigned Skills and Abilities Demonstrates proactive initiative to increase productivity and contribute to the organization Facilitates cross-team / cross-unit partnerships to achieve common goals Initiates change by maximizing collective team talents Committed to continuous improvement to meet changing needs and foster collaboration Organizes resources and activities to get things done regardless of obstacles Optimizes utilization of resources to provide a consistent client/customer experience Delegates tasks, decision making, and authority to maximize productivity and efficiency Qualifications High school diploma/GED required Bachelor's degree in business, HR or related field preferred Four (4) years or more experience in HR operations required Three (3) years or more managerial experience required Three (3) years or more managerial experience in a contact center preferred Experience developing and implementing processes, procedures, systems and/or standards required Job Category HR Compliance Compensation Information The compensation offered may be influenced by factors including experience, education, location, market data, internal equity, and salary ranges. The position may be eligible for an annual bonus, commission, and/or long-term incentive plan depending on level and type. Pay type: Salaried Pay Range Minimum Pay Range: $57,900.00 Maximum Pay Range: $70,000.00 Benefits Information For all full-time positions: Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, disability insurance options, paid time off (vacation, illness, bereavement, family and parental leave), and a tax-advantaged 401(k) retirement plan. For more information about benefits, download the benefits summary. Equal Opportunity 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, veteran status, disability, or other protected status. Important Notice Some positions require additional screening that may include employment and education verification; motor vehicle records check and road tests; and/or customer-specific background requirements. Security Notice for Applicants Ryder will only communicate with an applicant directly from a email address and will never conduct an interview online through chat, messaging apps, or online questionnaires. Ryder will never ask for payment or banking details. If you have questions regarding the process, contact or 800-793-3754. Current Employees Current Ryder employees may apply via internal processes as provided by Workday. #J-18808-Ljbffr

Created: 2025-10-06