Position Summary:

The Inbound Team Supervisor will lead a team of individuals who are responsible for being the initial point of contact for all HR-related questions. The team exists to support and help our associates as they navigate through the many programs, policies, and benefits the company has to support them. HR-related questions include healthcare, retirement, relocation, associate relations, compensation, open positions, and leave of absence.

This role will supervise, train, coach, and motivate a staff of Inbound Team associates. It will have responsibility for training the team to achieve high standards and produce quality work, ensuring technology is utilized to optimize processes, and that the team has all of the tools needed to perform efficiently while providing an excellent customer experience. Excellent communication and leadership skills are essential to the success of this role and the alignment of the department and corporate goals.

This position will be based out of Penske’s corporate office located in Reading, PA, 75 miles northwest of Philadelphia. This is an office first position at least 4 days in office per week.

Major Responsibilities:

• Lead daily operations of the inbound team including distribution of work, ensuring all tools and processes are functioning, guiding team members to resolve issues on the first call, and promoting behaviors that deliver an excellent customer experience
• This role will be responsible for the performance management, associate relations, and training of the inbound specialist. They will be required to maintain an environment where job satisfaction and associate engagement are high
• Consistent coaching through listening to phone calls, side-by-side, and providing feedback to Inbound Specialists, team, and manager
• Collaborate with the Manager and director to align the team with the department and corporate goals through training and process improvement
• Analyze reporting including department metrics, call data, and coaching.
• Other tasks and projects as assigned by supervisor

Qualifications:• Bachelor’s degree required.

• 1 years of team leadership experience preferred• 2 years of HR experience preferred.
• Customer Service experience is a plus• Strong emotional intelligence and high self-awareness• Proficiency with Microsoft Office Suite• Excellent time-management skills are required • Ability to work well independently and complete tasks with minimal supervision• Must have demonstrated strong organizational and documentation skills• Detail oriented with strong organizational skills• Analytical skills, with the ability to review reports and make recommendations• Able to communicate effectively in-person, and virtually through written correspondences• 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 are 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.