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GBE IE Supervisor

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

UPS Supply Chain Solutions (UPS SCS)

2 - 6 years

3 - 7 Lacs

pune

Posted:8 hours ago| Platform:

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Skills Required

call center management ms office products manpower handling ms office outlook ups tcp operations management erp sap team management mis reporting production autocad vpn microsoft windows unix

Work Mode

Work from Office

Job Type

Full Time

Job Description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrowpeople with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.About The Role :
Job Summary
This position is responsible for improving the quality of service that is provided to the customer. He/She monitors representative contacts to identify inefficiencies and reduce customer resolution time. This position analyzes service data to provide recommendations that reduce costs and maximize the customer experience.Responsibilities:

Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations.

Documents contact observations to determine call center process changes for maximizing service to the customer.

Generates GBS case reports to track alternative customer response methods for manager and representative review.

Works with GBS product managers to explain customer response recommendation rationale.

Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts.

Generates specific customer case data to export in Microsoft Excel and distribute to new service project team.

Produces Call Management System (CMS) data to review contact volume statistics and cost impacts.

Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects.

Qualifications:

Candidate with Engineering and Science backgroud would be preferred

Experience with Call Center Management - Preferred

Experience with MS Office products such as Excel (exporting data) and Word - Preferred

Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) - Preferred

PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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UPS Supply Chain Solutions (UPS SCS)

Logistics and Supply Chain

Atlanta

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GBE IE Supervisor