Customer Service Supervisor (Based in Cheung Sha Wan)

Customer Service Supervisor (Based in Cheung Sha Wan)

United Parcel Service Singapore Pte Ltd
Hong Kong
5-8 years
Not Specified

Job Description

Job Description :
Job Summary
The Customer Service Supervisor is responsible for monitoring and executing the day-to-day operations of the 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 others within the department.
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.

  • 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., damages per hour, 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.

Maintains Vendor Management Relationships

  • Conducts operational assessments with on-site third party call center vendor managers to review performance results for each skill level (e.g., tracking, etc.) and ensure compliance with UPS policies and procedures.

  • Works with on-site third party call center vendor managers to identify root causes for performance issues and to create action plans.

  • Monitors action plan progress to determine next steps (i.e. extension revision, and standard practice).

  • Communicates scorecard goals (e.g., quality, cost, etc.) to ensure on-site third party call center vendor managers understand business objectives.

  • Meets with on-site third party call center vendor managers to articulate updated UPS processes and procedures (e.g., service briefings, training, etc.).

Job Requirements

  • Possess a Bachelor’s Degree

  • Minimum 5 years of experience in similar capacity preferably coming from Customer Service Operations

  • Minimum 1 year of people management experience

  • Possess excellent communication skills with the ability to communicate effectively in both Chinese (Mandarin, Cantonese) and English to interact with internal and external stakeholders

  • Require demonstrated skills in Microsoft Office Programs (MS Excel, MS Powerpoint, MS Access)

  • Independent, committed individual with strong problem solving skills

Job Details

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