Gbs Ie Supervisor

3 days ago

Pune Maharashtra, India UPS Full time

**Avant de postuler à un emploi, sélectionnez votre langue de préférence parmi les options disponibles en haut à droite de cette page.**

Découvrez votre prochaine opportunité au sein d'une organisation qui compte parmi les 500 plus importantes entreprises mondiales. Envisagez des opportunités innovantes, découvrez notre culture enrichissante et travaillez avec des équipes talentueuses qui vous poussent à vous développer chaque jour. Nous savons ce qu’il faut faire pour diriger UPS vers l'avenir : des personnes passionnées dotées d’une combinaison unique de compétences. Si vous avez les qualités, de la motivation, de l'autonomie ou le leadership pour diriger des équipes, il existe des postes adaptés à vos aspirations et à vos compétences d'aujourd'hui et de demain.

**Fiche de poste**:
**Job Summary**
This position is responsible for improving the quality of service that is provided to the customer. He/She monitors representative contacts to identify inefficiencies and reduce customer resolution time. This position analyzes service data to provide recommendations that reduce costs and maximize the customer experience.

**Responsibilities**:

- Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations.
- Documents contact observations to determine call center process changes for maximizing service to the customer.
- Generates GBS case reports to track alternative customer response methods for manager and representative review.
- Works with GBS product managers to explain customer response recommendation rationale.
- Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts.
- Generates specific customer case data to export in Microsoft Excel and distribute to new service project team.
- Produces Call Management System (CMS) data to review contact volume statistics and cost impacts.
- Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects.

**Qualifications**:

- Experience with Call Center Management - Preferred
- Experience with MS Office products such as Excel (exporting data) and Word - Preferred
- Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) - Preferred

**Type de contrat**:
en CDI
- Chez UPS, égalité des chances, traitement équitable et environnement de travail inclusif sont des valeurs clefs auxquelles nous sommes attachés._

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