GBS Claims Supervisor

355 UPS Logistics Private Limited (Tms); Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

UPS Chennai is seeking a proactive professional to lead the contact center Shared Service Operations. You will monitor day-to-day operations, analyze performance metrics, and coach staff to ensure high-quality customer interactions and first-contact resolution.

You will collaborate with vendor managers and drive process improvements to meet service commitments. Qualified candidates have a bachelor’s degree, 1 year of customer service or insurance claims experience, and strong communication,

Qualifications

• Bachelor's Degree or international equivalent required.
• 1 year customer service or insurance claims experience preferred.
• Detail orientation and accuracy in data.
• Experience generating/reviewing reports with basic software.
• Strong problem-solving and root-cause analysis.
• Experience managing customer relationships and supervising others preferred.
• Proficiency with Microsoft Office Suite required or preferred.

Responsibilities

• Monitor and analyze day-to-day contact center Shared Service Operations performance.
• Coach administrative staff to ensure complete, accurate, and professional customer interactions.
• Identify and implement end-to-end process improvements for Shared Services center operations.
• Manage escalation handling and ensure timely resolution of inquiries.
• Conduct performance evaluations and provide ongoing feedback to staff.
• Collaborate with third-party vendor managers to align with business goals.
• Support training needs and development plans for team members.

Skills

Customer service

Communication

Problem solving

Supervisory experience

Detail orientation

Report generation

Team coaching

Education

Bachelor's Degree or International equivalent

Tools

Microsoft Office

Job description

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. In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world's largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.