UPSUS Customer Service Supervisor
UPS is hiring a US Customer Service Supervisor. Level rates it ; you can apply on UPS.
Level's read on this job
- Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
- Tools and skills the posting cites include team leadership, customer service and performance management.
- Level classifies it as a senior role.
- Level lists 2,100+ other open roles at UPS.
- The role was posted within the past two weeks.
AI in this role
Customer service supervisor leading a team of care representatives, managing escalations, and overseeing quality and productivity goals.
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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 US Customer Service Supervisor leads a team of Customer Care Representatives to achieve customer survey, service, quality and productivity goals. He/she is also responsible for training, coaching, and mentoring CCRs to be successful in accomplishing quality and productivity goals. The Supervisor will take escalation calls, manage escalations by conducting RCA, and monitor staffing requirements as per WFM requirements and volumes in queue. The Supervisor should be conducting side by side OJS and share feedback. He/she should also monitor agents to measure emails and inbound/outbound calls and provide feedback as needed. The Supervisor will plan, organize, and prioritize work; proofread emails/documents, and handle day-to-day process requirements. This role requires strong leadership, performance management, and operation oversight to ensure consistent delivery of quality service.
Key Responsibilities:- Manage team performance through coaching, feedback, and regular OJS observations
- Subject Matter Expert in customer service
- Oversee call and email quality, monitor inbound/outbound volumes and productivity
- Handle customer escalations, perform root cause analysis, and drive corrective actions
- Coordinate staffing needs with WFM based on the forecasted volumes
- Plan and prioritize day-to-day tasks, ensuring process accuracy and customer satisfaction
- Support department goals by identifying operations gaps and assisting with training needs
- Reporting and presentation to Leadership
- Understand customer needs and offer solutions that align with UPS Logistics services and policies
- Manage calls/emails queues while maintaining a high standard of service
- Stay informed about UPS Logistics’ products, services, and operational guidelines
- Collaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution
- Fluency in English with excellent written and verbal communication
- Excellent knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook)
- Strong problem-solving skills with attention to detail
- Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
- Excellent interpersonal and active listening skills
- Organized and dependable
- Confident in making decisions.
- Works well with minimum or no supervision.
- Conflict resolution skillset
- Ability to manage team
- Well versed with knowledge articles
- Proficiency in using voice/BO support platforms, CEC, and other customer service software.
- Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
- Working from office
Qualifications & Experience:
- Preferred education bachelor’s degree
- Preferred 5+ years of UPS Experience
Preferred 2 years of team lead experience
Employee Type:
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
How we rate this
US Customer Service Supervisor at UPS rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $98k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where team leadership was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where performance management was part of your work. What did you do?
- Tell me about a project where root cause analysis was part of your work. What did you do?
- Tell me about a project where workforce management was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Team Leadership, Customer Service, Performance Management, Root Cause Analysis, and Workforce Management. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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