GBS Operation Supervisor

UPS Supply Chain Solutions; Pampanga; On-site; PHP 480,000 - 700,000; Full time

Job summary

UPS Supply Chain Solutions のフィリピン拡張部門で、日々のコンタクトセンター運用の監視と実行を担当します。生産性・品質・コスト情報を分析し、課題を特定して改善案を提案します。外部のベンダー管理者と連携し、部門内のリーダーとしてチームを統率します。

この役割は、コール品質のコーチングと業務手順の整備を通じて、顧客対応の精度と満足度を高めます。業務評価を公正に実施し、トレーニングニーズを特定して継続的な成長を促します。

Qualifications

• 学士号以上を要求
• 詳細志向を重視
• 適切な形式でレポートを作成できること
• 情報収集の技術を示せること
• 顧客問題の解決能力
• 顧客関係の経験が望ましい
• 他者の指導・監督経験が望ましい
• MS Office等のツールの使用経験が望ましい

Responsibilities

• 顧客コールレポートデータを分析して改善点を特定
• 業績指標を評価して期待値を満たす/下回る領域を測定
• オペレーショナル監査を実施して性能を評価
• エンドツーエンドのプロセス改善を提案
• 従業員のトレーニングニーズを特定して成長計画を作成
• 継続的なパフォーマンス改善のためのフィードバックを提供
• パフォーマンス課題を公正に評価・解決してチームワークを促進

Skills

Detail orientation

Report generation

Information gathering

Problem solving

Customer relationships

Team supervision

MS Office

Education

Bachelor’s Degree or International equivalent

Job description

職務への応募の前に、このページの右上にあるオプションから言語設定を選択してください。

Fortune Global 500 の組織で次の機会を探りましょう。 革新的な可能性を想像し、やりがいのあるカルチャを体験し、日々より良いものになるための才能あるチームと協力してください。 私たちは、UPS を明日へと導くのに何が必要か知っています。スキルと情熱のユニークな組み合わせを持つ人々です。 自分やチームをリードする資質と意欲があれば、あなたのスキルを養い、あなたを次のレベルに引き上げる準備ができている役割があります。

職務内容:

Job Summary

This position is responsible for monitoring and executing the day-to-day operations of the contact center teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. He/She 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 quality to ensure customer interactions are complete, accurate and professional. He/She develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls to ease customer concerns and improve customer satisfaction and perception. He/She 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 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 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.

Qualifications:

• 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

社員タイプ:

常勤

UPSは、差別、ハラスメント、報復のない職場を提供することにコミットしています。