Operations Supervisor (Customer Service - Global Business Service)

Operations Supervisor (Customer Service - Global Business Service)

United Parcel Service Singapore Pte Ltd
3-6 years
Not Specified

Job Description

Job Description :
Job Summary :
The GBS Operations Supervisor is responsible for monitoring and executing the day-to-day operations of the Asia 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 and coordinate with other Head of Department within country operations
Job Responsibilities :

  • Provides Call Quality Coaching and Development and Customer Support - Coaches administrative staff on call quality to ensure customer interactions are complete, accurate and professional

  • Communicates electronically and face-to-face daily with the administrative workforce to provide tips, updates, statistics and performance evaluations

  • Supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels.

  • Makes recommended operational changes (i.e., equipment and staffing) as needed to ensure calls are handled efficiently and service commitments are met.

  • Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes.

  • Identifies and suggests end-to-end process improvements to improve contact center operations.

  • Maintains Vendor/Region Management Relationships

Job Requirements :

  • Bachelor's Degree Graduate

  • With at least 3 years of supervisory experience

  • Demonstrates strong leadership skills & able to manage diverse group of people

  • With flexibility in schedule and can work with minimum supervision

  • Must be able to demonstrate oral, written, presentation, and analytical skills.

  • Ability to multi-task and meet critical deadlines. Ability to identify and promote continuous improvement.

  • Ability to understand and execute policies and procedures

Job Details

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