Responsibilities

Provides Call Quality Coaching and Development and Customer Support:

• Coach administrative staff on call quality to ensure customer interactions are complete, accurate and professional.
• Develops action plans and works side by side with most help needed employees to provide instruction and assistance.
• Communicates electronically and face-to-face daily with the administrative workforce to provide tips, updates, statistics and performance evaluations.
• Handles escalated customer calls to ease customer concerns and improve customer satisfaction and perception.
• Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes.

Analyzes Contact Center Data

• Reviews operating plans to evaluate performance indicators (e.g., average handle time, etc.).
• Assesses performance indicators to determine areas meeting and falling below business expectations.
• Creates and executes cost, quality, and production action plans and reports to evaluate departmental progress

Supervises Daily Contact Center Operations

• 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.
• Conducts operational audits to ensure effective operational performance.
• Resolves operational issues to ensure contact center effectiveness.
• Identifies and suggests end-to-end process improvements to improve contact center operations

Supervises and Develops Others

• 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.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPS's policies and procedures in a timely manner to motivate and foster teamwork.
• Bachelor's Degree - Preferred with at least 3-5 years relevant experience
• Distinguishes between "big picture" concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies issues with report generation (e.g., missing variables, incorrect data, etc.)
• Demonstrates a working knowledge of techniques for soliciting and gathering information; identifies appropriate sources of information
• Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances