US Customer Service Supervisor

United Parcel Service, Inc.; Pune District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

United Parcel Service, Inc. invites applications for a US Customer Service Supervisor in India.

The role leads a team of Customer Care Representatives to achieve customer satisfaction, quality, and productivity goals, while coaching CCRs and handling escalations, with a focus on process improvement and service excellence. The supervisor will monitor calls and emails, coordinate with WFM for staffing, and drive root-cause analysis to improve performance.

Qualifications

• Bachelor’s degree preferred.
• 5+ years UPS experience preferred.
• 2 years team lead experience preferred.

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 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.

Skills

Team leadership

Customer service

Communication

Problem solving

MS Office

Shift management

Quality monitoring

Root cause analysis

Training & coaching

Education

Bachelor's degree

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

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
• Preferred 2 years of team lead experience

Employee Type

Permanent

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