Job Description

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow\xe2\x80\x94people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level. : 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

Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.