US Customer Service Supervisor

United Parcel Service Sweden Aktiebolag; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

UPS in Pune, India, is seeking an experienced Customer Service Team Lead to coach a dynamic team, monitor quality, and ensure high customer satisfaction. The role requires coordinating with WFM, handling escalations, and maintaining UPS procedures across shifts, including evenings and weekends to align with US time zones.

The ideal candidate has 5+ years UPS experience and at least 2 years in a team lead role, with strong English communication and MS Office skills.

Qualifications

• Bachelor's degree preferred with relevant customer service experience.
• Minimum 5+ years UPS experience preferred.
• At least 2 years in a team lead role or similar leadership position.

Responsibilities

• Manage team performance through coaching, feedback, and OJS observations.
• Act as Subject Matter Expert in customer service and oversee quality.
• Monitor call and email volumes, plan staffing with WFM, and drive improvements.
• Handle escalations, perform root cause analysis, and implement actions.
• Coordinate with internal teams to resolve issues promptly.
• Report and present insights to Leadership.
• Ensure service delivery aligns with UPS policies and rules.

Skills

Team leadership

English proficiency

Customer service

Coaching skills

MS Office

WFM knowledge

Education

Bachelor's degree

Tools

MS Office

CRM software

Voice/BO support platforms

Job description

Job Description

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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.

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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