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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—people 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 Description:

The GBS Operation Manager is responsible for monitoring and executing the day-to-day operations of South District Asia team which includes Customer Service, Customer Resolution Group, Preferred Customer Group, Sales Resource Group and ISRG.

• Analyzes Contact Center Data Reviews operating plans to evaluate performance indicators (e.g., Quality, AHT, ASA etc.). Assesses performance indicators to determine areas meeting and falling below business expectations. Creates and executes action plans and reports to evaluate departmental progress.
• Creates departmental metrics and tools to achieve scorecard objectives and monitor performance.
• Creates and oversees the execution of action plans to ensure operational efficiencies. Performs crisis planning to develop contingencies and mitigate risk to UPS.
• Identifies and suggests end-to-end process improvements to improve contact center operations.
• Manages operation to ensure first contact resolution and accuracy to ensure the proper customer experience.
• Identifies operational changes (i.e., equipment and staffing) as needed to ensure calls are handled efficiently and service commitments are met.
• Manages resources and people processes (e.g., Performance Management, Career Development, Training, Staffing, etc.) to ensure the day-to-day administration of processes and formal procedures.
• Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and 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.

BASIC QUALIFICATIONS:

• Must be currently located in the same geographic location as the job
• Must have a Bachelor’s Degree (or internationally comparable degree)
• Must have minimum 3 years of experience managing/leading a diverse team.

OTHER QUALIFICATIONS:

• For internal applicants, minimum 3 years of experience in supervisory role.
• Willing to take additional responsibilities and can work with minimum supervision.
• Can identifies and suggests end-to-end process improvements to improve contact center operations.

Employee Type:

Permanent

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