GBS Operation Supervisor Permanent

UPS International General Services Co.; Pampanga; On-site; PHP 600,000 - 900,000; Full time

Job summary

UPS International General Services Co. Philippines is seeking a capable operations supervisor for the contact center to monitor and manage day-to-day activities, analyze production, quality, and cost, and drive process improvements.

The role includes coaching staff, handling escalations, and ensuring customer satisfaction. You will supervise performance, ensure first contact resolution, and collaborate with vendor managers to meet service commitments and maintain high-quality customer

Qualifications

• Bachelor’s degree or international equivalent required.
• Ability to create and review reports with attention to detail.
• Strong information gathering and communication skills.
• Experience identifying business impact of customer issues and driving root-cause analyses.
• Experience supervising teams - preferred.

Responsibilities

• Monitors and executes day-to-day operations of contact center teams.
• Analyzes production, quality, and cost information to identify improvement opportunities.
• Collaborates with third party contact center vendor managers to align with business goals.
• Coaches administrative staff on call quality to ensure complete, accurate, and professional customer interactions.
• Develops action plans and provides instruction and assistance to help employees improve.
• Handles escalated customer calls to improve satisfaction and perception.
• Supervises operations to ensure proper customer experience, first contact resolution, accuracy, and quality.
• Makes recommended operational changes (e.g., equipment and staffing) to meet service commitments.

Skills

Operational leadership

Call center analytics

Performance coaching

Stakeholder communication

MS Office

Education

Bachelor’s Degree or International equivalent

Tools

Microsoft Office Suite

Job description

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Job Description:

Job SummaryThis 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

Employee Type:

Permanent

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