UPS Customer Service Assistant Manager (based in Suanluang - UM Tower) in Bangkok, Thailand

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.

REQUIREMENTS

  • 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

Company: UNITED PARCEL SERVICE

Category: Customer Service, Professional

Requisition Number: 053739

Location: Bangkok,Thailand

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