US Customer Service Supervisor

UPS; Pune District; Vor Ort; INR 500.000 - 800.000; Vollzeit

Zusammenfassung

UPS in India (Pune) is seeking a US Customer Service Supervisor to lead a team of Customer Care Representatives from our Pune office. The role centers on achieving customer satisfaction, quality, and productivity goals while coaching CCRs to succeed in delivering outcomes.

You will handle escalations, perform root cause analysis, and coordinate with WFM. Strong English, leadership, and willingness to work in shifts aligned with US time zones are essential.

Qualifikationen

• Bachelor's degree preferred.
• 5+ years UPS experience preferred.
• Experience leading a customer service team is desirable.

Aufgaben

• Coach and monitor CCRs to hit quality and productivity goals.
• Act as subject matter expert in customer service.
• Oversee call and email quality, monitor volumes and productivity.
• Handle escalations, perform root cause analysis, and drive corrective actions.
• Coordinate staffing with WFM based on forecasted volumes.

Kenntnisse

Fluent English

MS Office

Problem solving

Interpersonal skills

Team leadership

Communication skills

Decision making

Attention to detail

Shift work

Office-based

Knowledge articles

Ausbildung

Bachelor's degree

Tools

Voice/BO platform

Jobbeschreibung

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

The US Customer Service Supervisor leads a team of Customer Care Representatives to achieve customer survey, service, quality and productivity goals. He/she is also responsible for training, coaching, and mentoring CCRs to be successful in accomplishing quality and productivity goals. The Supervisor will take escalation calls, manage escalations by conducting RCA, and monitor staffing requirements as per WFM requirements and volumes in queue. The Supervisor should be conducting side by side OJS and share feedback. He/she should also monitor agents to measure emails and inbound/outbound calls and provide feedback as needed. The Supervisor will plan, organize, and prioritize work; proofread emails/documents, and handle day-to-day process requirements. This role requires strong leadership, performance management, and operation oversight to ensure consistent delivery of quality service.

Key Responsibilities

• Manage team performance through coaching, feedback, and regular OJS observations
• Subject Matter Expert in customer service
• Oversee call and email quality, monitor inbound/outbound volumes and productivity
• Handle customer escalations, perform root cause analysis, and drive corrective actions
• Coordinate staffing needs with WFM based on the forecasted volumes
• Plan and prioritize day-to-day tasks, ensuring process accuracy and customer satisfaction
• Support department goals by identifying operations gaps and assisting with training needs
• Reporting and presentation to Leadership
• Understand customer needs and offer solutions that align with UPS Logistics services and policies
• Manage calls/emails queues while maintaining a high standard of service
• Stay informed about UPS Logistics’ products, services, and operational guidelines
• Collaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution

Knowledge & Skills

• Fluency in English with excellent written and verbal communication
• Excellent knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook)
• Strong problem-solving skills with attention to detail
• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
• Excellent interpersonal and active listening skills
• Organized and dependable
• Confident in making decisions.
• Works well with minimum or no supervision.
• Conflict resolution skillset
• Ability to manage team
• Well versed with knowledge articles
• Proficiency in using voice/BO support platforms, CEC, and other customer service software.
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
• Working from office

Qualifications & Experience

• Preferred education bachelor’s degree
• Preferred 5+ years of UPS Experience

Employee Type

• Preferred 2 years of team lead experience
• Permanent

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