Claims Supervisor - Shared Services Contact Center

United Parcel Service (india) Private Limited; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

United Parcel Service (india) Private Limited is seeking a GBS Claims Supervisor to oversee day-to-day Shared Service Operations in Chennai. The role analyzes production, quality, and cost data, guiding improvements and vendor coordination where needed.

It involves coaching staff, handling escalations, and ensuring customer satisfaction. The position requires 1 year of customer service/insurance claims experience and a Bachelor’s Degree.

Qualifications

• 1 year customer service and/or insurance claims experience preferred.
• Bachelor’s Degree or International equivalent.
• Detail orientation and ability to distinguish big picture vs details.
• Report generation using basic software; ensure accuracy and completeness.
• Identify customer issues and root causes to prevent recurrence.
• Experience managing customer relationships; supervising others preferred.

Responsibilities

• Checks data to identify problems and trends for improvements.
• Assesses performance indicators against business expectations.
• Conducts operational audits for effectiveness.
• Identifies end-to-end process improvements for Shared Services.
• Determines training needs and creates development plans.
• Provides feedback to improve performance.
• Conducts fair performance evaluations to motivate teams.
• Resolves issues per UPS policies; fosters teamwork.

Skills

Customer service

Insurance claims

Report generation

Problem solving

Supervision

Education

Bachelor’s Degree or International equivalent

Tools

Microsoft Office Suite

Job description

GBS Claims Supervisor

Before you apply to a job, select your language preference from the options available at the top right of this page. 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: This position is responsible for monitoring and executing the day-to-day operations of the contact center Shared Service Operations teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. The employee may work with third party contact center vendor managers to ensure understanding of business goals. This position manages others within the department. This position coaches administrative staff on call Shared Service quality to ensure customer interactions are complete, accurate and professional. The employee develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls queries to ease customer concerns and improve customer satisfaction and perception. The employee supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels. This position makes recommended operational changes (i. e. , equipment and staffing) as needed to ensure calls requests 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 Shared Services 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.

No relocation offered - candidate must be willing to self-relocate to either Bangalore or Noida. Domestic India travel required 25%-50% of the year.

Qualifications

1 Year Customer Service and / or insurance claims experience preferred Bachelor’s Degree or International equivalent Detail Orientation: Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail Report Generation: Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies issues with report generation (e. g. , missing variables, incorrect data, etc. ) Solicits and Gathers Information: Demonstrates a working knowledge of techniques for soliciting and gathering information; identifies appropriate sources of information Solves Customer Problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks Experience managing customer relationships - Preferred Experience supervising others - Preferred Experience using Microsoft Office Suite or similar software - Preferred Employee Type: Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.