GBS Operations Supervisor

UPS

2 - 5 years

Pune

Posted: 01/05/2025

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.

Job Description:

Summary
This position is responsible for monitoring and executing 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. This position manages others within the department. The Supervisor will be responsible for meeting the business KPIs and goals.


This position manages CCRs 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/emails 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 are met. This position makes recommended operational changes (i.e., equipment, tool 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 in any stream
  • Proficient in MS Office Tools

Experience:

  • Preferred minimum 1 year experience in managing international call centers
  • Preferred minimum 1 year experience in team handling

Requirements:

  • Ready to work in India night shifts
  • Flexible with shifts and days
  • Need to work from office


Employee Type:
 

Permanent


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

About Company

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.

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