TSS - Call Center Supervisor
Penske Truck Leasing Co., L.P.
Reading, PA
Responsible for the daily shift operations of the Transportation Support Services (TSS) call center. Ensure department is staffed adequately to business demands. Serves as the subject matter expert (SME) for Coordinator functions, providing guidance and supplemental training to TSS Associates. Will be required to perform Coordinator duties as needed during periods of staffing shortages, volume spikes, or other operational demands. Resolve any issues that impact daily operations and ensure that team meets established department goals.
Schedule: 2nd Shift 1pm - 11:30pm Wednesday - Saturday (This position supports a 24/7 operation. Flexibility to work weekends and holidays are required, and Supervisors are expected to maintain availability and respond to operational needs outside of assigned shifts.)
Additional Benefits:
• Paid Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401K
• Associate Referral Program
• Our associates also enjoy numerous associate discounts and opportunities to grow with the organization!
Major Responsibilities:
-Monitor team productivity and performance.
-Ensure proper staffing requirements are met daily for TSS.
-Keep team motivated to achieve department goals and targets.
-Provide follow up to internal and external customer requests through email and by phone.
-Coach coordinators/assist in resolving escalated customer service issues.
-All aspects of performance management for coordinators: to include interviewing, hiring, planning, assigning and directing work, appraising performance, and corrective counseling.
-Work on department initiatives, implement innovative methods, ideas, and programs to improve team performance, increase customer satisfaction, and meet department goals.
-Other projects as assigned by the manager
Qualifications:
-2-4 years related functional experience, such as Logistics, Operations, Driver supervision, customer service, or call center
-High School Diploma or equivalent required, Bachelor’s Degree preferred.
-Must have ability to connect and build rapport and relationships with associates and external customers at all levels
-Must have ability to work efficiently with time management and organizational skills
-Strong written/oral communication skills and the ability to actively listen are required
-Ability to manage through a problem and think and make decisions independently
-Ability to drive process improvement and lead change
-Advanced computer skills including Microsoft Word, Excel, Outlook and PowerPoint required
-Regular, predictable, full attendance is an essential function of the job
-Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening required
Physical Requirements:
The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer.
About Penske Logistics
Penske Logistics engineers state-of-the-art transportation, warehousing and freight management solutions that deliver powerful business results for market-leading companies. With operations in North America, South America, Europe and Asia, Penske and its associates help businesses move forward by increasing visibility and driving down supply-chain costs. Visit Penske Logistics to learn more.
Job Family: Operations
Address: 100 Kachel Boulevard
Primary Location: US-PA-Reading
Employer: Penske Logistics LLC
Req ID: 2602689
About the Company
Penske Truck Leasing Co., L.P.
We’re more than just the bright yellow trucks you see on highways and backroads all over the U.S. and Canada.
We’re a winning team of 43,000 associates who help move lives and businesses forward. Our team of experts:
- Operate and maintain a fleet of more than 420,000 vehicles at 780 locations in North America
- Lease trucks to hundreds of local and national businesses
- Rent trucks to consumers and customers at our 2,500 rental locations
- Provide supply chain solutions for some of the world’s leading brands in the automotive, consumer products, food and beverage, healthcare and retail industries, plus more.
We’re committed to delivering the best customer experience through personalized and excellent service, and the latest innovations. We're more than you realize.