GBS Operations Supervisor

Job Description

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 tomorrow—people 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. Job Description: Summary This position is responsible for monitoring and executing day-to-day operations of the contact center teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. This position manages others within the department. The Supervisor will be responsible for meeting the business KPIs and goals. This position manages CCRs on call quality to ensure customer interactions are complete, accurate and professional. He/she develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls/emails to ease customer concerns and improve customer satisfaction and perception. He/she supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels are met. This position makes recommended operational changes (i.e., equipment, tool and staffing) as needed to ensure calls are handled efficiently and service commitments are met. Responsibilities: Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes. Assesses performance indicators to determine areas meeting and falling below business expectations. Conducts operational audits to ensure effective operational performance. Identifies and suggests end-to-end process improvements to improve contact center operations. Determines employees' training needs to produce continuous development plans. Provides on-going feedback and support to improve performance. Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement. Resolves individual and group performance issues in accordance with UPS's policies and procedures in a timely manner to motivate and foster teamwork. Qualifications: Bachelor’s Degree in any stream Proficient in MS Office Tools Experience: Preferred minimum 1 year experience in managing international call centers Preferred minimum 1 year experience in team handling Requirements: Ready to work in India night shifts Flexible with shifts and days Need to work from office Employee Type: Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Show more Show less