Ryder System Call Center Training Manager / QA Manager in Roswell, Georgia
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The Call Center Manager is accountable for directing and managing the Call Center department operation, providing leadership, work flow, and personnel management, with a goal towards "Best in Class" achievement of customer service deliverables
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
Achieve call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees, administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
Support the continued growth of the Ryder Call Center through continuous process/protocol improvement initiatives
Drive continual improvement of the Ryder Call Center, service support center, enhancing productivity, profitability, enabling and assisting Ryder’s ability to grow its business
Enhance and develop department processes and procedures with a focus on improving department operations
Assign tasks and projects to Call Center supervisors and monitor progress and work quality
Achieve organization goals by assuming ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
Provide leadership and direction to the supervisors and agents, establish and coordinate training and development of personnel, while maintaining customer satisfaction
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
Facilitate business retention and growth through effective customer service and vendor management
Ensure that all Call Center employees are routinely meeting any goals set by management to resolve customer issues and/or answer incoming and make outgoing calls
Determine Call center operational strategy by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyzes
Collaborate with other departments (Compliance, Finance, and Project Management) to achieve business unit goals and objectives
Other duties as needed
H.S. diploma/GED in general studies.
Bachelor's degree in Business Management or related field preferred.
Three (3) years or more experience related to supervisory experience
Ability to work in a regulated environment. Knowledge of Federal, State and Local regulations related to Fuel System installation and operation (preferred)
Builds and manages effective teams. Good people management skills, Call Center Manager will need to motivate the team, work with them to make sure they abide by all company policies and procedures
Demonstrates problem solving skills. Good problem solving skills, Call Center Manager must be able to solve customer issues/problems, sometimes without seeing the actual problem first hand
Ability to listen, write, and speak effectively. Inform, explain, and give instructions. Above average oral and written communication skills, Call Center Manager needs to be able to listen effectively to find the root cause of issues, and communicate clearly and in a responsive way to solve issues and keep the customer delighted
Ability to work independently and as a member of a team. Ability to work independently and manage a team of people
Ability to work within tight timeframes and meet strict deadlines. Good time management, ability to organize and manage multiple priorities
Strong customer relations skills, Call Center Manager must have patience, open-mindedness and ability to deal with complicated or irate customers
Knowledge of fuel systems, dispensing systems and monitoring equipment, etc; advanced level; preferred.
Good computer skills with proficiency with Microsoft Office products; intermediate level.
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.
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.