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.
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