US Customer Service Supervisor
Core
Leads a team of Customer Care Representatives to achieve customer survey, service, quality, and productivity goals.
Role type
Customer Service Supervisor
Builds
Customer service operations for UPS Logistics
Domain
Logistics / Customer Support
Required skills
Team leadership, coaching, performance management, root cause analysis, staffing coordination, process planning, conflict resolution, decision making, shift management
Preferred skills
Bachelor's degree, 5+ years of UPS experience, 2 years of team lead experience
Technologies
MS Office (Excel, PowerPoint, Word, Outlook), voice/BO support platforms, CEC, customer service software
Responsibilities
Manage team performance through coaching and feedback, oversee call and email quality, handle customer escalations and perform root cause analysis, coordinate staffing needs with WFM, plan and prioritize day-to-day tasks, report to leadership, collaborate with internal teams to resolve issues
Seniority
Mid-level, hands-on IC