US Customer Service Supervisor

Overview

Lead a team of Customer Care Representatives to achieve customer survey, service, quality and productivity goals, and handle escalations for the US customer service operation.

What you'll do

• Manage team performance through coaching, feedback, and regular OJS observations
• Act as subject matter expert in customer service
• Oversee call and email quality, and monitor inbound/outbound volumes and productivity
• Handle customer escalations, perform root cause analysis, and drive corrective actions
• Coordinate staffing needs with WFM based on 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
• Prepare reporting and presentations to Leadership
• Understand customer needs and offer solutions that align with UPS Logistics services and policies
• Manage call and email queues while maintaining a high standard of service
• Stay informed about UPS Logistics products, services, and operational guidelines
• Collaborate with internal teams such as WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution

What you'll need

• 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, and works well with minimum or no supervision
• Conflict resolution skillset
• Ability to manage a team
• Well versed with knowledge articles
• Proficiency in using voice/BO support platforms, CEC, and other customer service software

Nice to have

• Bachelor's degree
• 5+ years of UPS experience
• 2 years of team lead experience

Details

• Location: Pune III, India (GBS)
• Work mode: Working from office
• Shifts: Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
• Employment type: Permanent