Senior Manager of Global Call Center Operations

Coyote Logistics has been acquired by RXO. RXO (NYSE : RXO) is a leading provider of asset-light transportation solutions.

RXO offers tech-enabled truck brokerage services together with complementary solutions including managed transportation, freight forwarding and last mile delivery.

The company combines massive capacity and cutting-edge technology to move freight efficiently through supply chains across North America.

The company is headquartered in Charlotte, N.C. Visit for more information and connect with RXO on , , , , and .

The Customer Care department aims to create an industry leading support experience for every Coyote customer, whether shipper or carrier, that creates brand advocacy and loyalty.

The department interacts with customers to address their concerns, answer their questions, and assist them with their needs by being available when and where they need us, approaching each customer with care, and continuously evolving to work smarter and faster.

Customer Care Agents and their experience within Coyote are central to the success of the department. The Senior Manager, Agent Advisor is necessary to create a culture of empowerment, dignity, and respect.

These intangibles increase both employee and customer satisfaction which drives loyalty and, in turn, revenue growth.

Daily Tasks & Responsibilities (include, but not limited to) :

• Providing guidance to direct reports, first-line managers and shift supervisors on performance management, training opportunities, and engagement best practices.
• Improve operations by identifying areas of improvement, and preparing and executing project plans to solve for department deficiencies.
• Propose solutions and tools to add value and define ROI of solutions and tools.
• Continuously iterate on seeder program to ensure maximum effectiveness for all departments.
• Communicate and collaborate with HR partners to support company goals and initiatives.
• Monitor department staffing levels and assist with hiring and succession planning.
• Assist with documentation of achievements, policy violations, and performance deficiencies.
• Manage rewards program and monitor employee engagement.

Essential Skills, Characteristics, & Experience :

• 4 years of experience in managerial roles
• Ability to inspire performance, teamwork and collaboration
• Excellent verbal and written communication skills
• Ability to maintain composure and professionalism in stressful situations
• Confident decision-making skills & problem-solving ability
• Ability to lead by example and empower through delegation
• Display high integrity and honesty
• Sense of urgency and accountability
• Industry and leadership experience
• Bachelor’s degree desired

Do Well, Be Well

• Comprehensive medical, dental, vision, and life insurance coverage
• Retirement 401(k) featuring employer match
• Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
• Employee Assistance Program (EAP)
• Industry-leading mental health resources
• Complimentary membership to Peloton
• Access to LinkedIn Learning for continuous skill enhancement
• Paid time off and paid parental and disability leave
• 3 paid community service days annually
• 14 employee-led Employee Resource Groups
9 days ago