US Customer Service Supervisor

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Job Description

The US Customer Service Supervisor leads a team of Customer Care Representatives to achieve customer survey, service, quality and productivity goals. He/she is also responsible for training, coaching, and mentoring CCRs to be successful in accomplishing quality and productivity goals. The Supervisor will take escalation calls, manage escalations by conducting RCA, and monitor staffing requirements as per WFM requirements and volumes in queue. The Supervisor should be conducting side by side OJS and share feedback. He/she should also monitor agents to measure emails and inbound/outbound calls and provide feedback as needed. The Supervisor will plan, organize, and prioritize work; proofread emails/documents, and handle day-to-day process requirements. This role requires strong leadership, performance management, and operation oversight to ensure consistent delivery of quality service. Key Responsibilities:

• Manage team performance through coaching, feedback, and regular OJS observations

• Subject Matter Expert in customer service

• Oversee call and email quality, monitor inbound/outbound volumes and productivity

• Handle customer escalations, perform root cause analysis, and drive corrective actions

• Coordinate staffing needs with WFM based on the 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

• Reporting and presentation to Leadership

• Understand customer needs and offer solutions that align with UPS Logistics services and policies

• Manage calls/emails queues while maintaining a high standard of service

• Stay informed about UPS Logistics’ products, services, and operational guidelines

• Collaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution

Knowledge & Skills:

• 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.

• Works well with minimum or no supervision.

• Conflict resolution skillset

• Ability to manage team

• Well versed with knowledge articles

• Proficiency in using voice/BO support platforms, CEC, and other customer service software.

• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones

• Working from office

Qualifications & Experience:

• Preferred education bachelor’s degree

• Preferred 5+ years of UPS Experience

Preferred 2 years of team lead experience

Employee Type:

Permanent

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