GBS Operations Supervisor

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:

• Bachelors 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