JOB SUMMARY

The GBS Operations Manager is responsible for managing the departmental operations of the contact center. This position monitors contact center performance results develops and executes action plans to ensure business goals are achieved. He/She is responsible for developing action plans which address root cause to ensure the proper customer experience. The GBS Operations Manager may work with on-site third party contact center vendor managers to ensure understanding of business goals. This position may require domestic and international travel. He/She manages others within the department.

The GBS Operations Manager reviews operating plans to evaluate performance indicators (e.g., damages per hour, average handle time, etc.). He/She assesses performance indicators to determine areas meeting and falling below business expectations. This position creates and executes cost, quality, and production action plans and reports to evaluate departmental progress. The GBS Operations Manager identifies and suggests end-to-end process improvements to improve contact center operations. He/She manages resources and people processes (e.g., Quality Performance Review [QPR], Career Development, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.

OTHER DUTIES

• Creates departmental metrics and tools to achieve scorecard objectives and monitor performance.
• Creates and oversees the execution of action plans to ensure operational efficiencies.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Identifies operational changes (i.e., equipment and staffing) as needed to ensure calls are handled efficiently and service commitments are met.
• Identifies opportunities to involve others in new and challenging work assignments and/or rotations to advance the skills and capabilities of individuals and the organization.
• Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
• Manages operation to ensure first contact resolution and accuracy to ensure the proper customer experience.
• Coaches others and provides on-going feedback and support to improve performance.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
• Develops annual department business plan, cost analyses, and impact reports to support departmental operations.

 PREFERRED COMPETENCIES

• Assesses Business Needs: Identifies current and future needs of the customer or business; understands how business needs dictate the project’s requirements, project direction, business objectives, and resource allocation; makes recommendations on the solutions-design phase of the project.
• Budget Management: Tracks expenditures against financial targets; describes impact of area’s budget on organizational financial plan.
• Meeting Facilitation: Demonstrates active listening, asks open-ended questions, and effectively uses a variety of media (data show, flip charts, etc.); demonstrates a basic understanding of group dynamics and team development; identifies resources needed to conduct a successful meeting; summarizes participants’ contributions and provides follow-up communications and notes.
• Report Generation: Addresses and resolves issues impacting information systems reporting; looks for ways to minimize report generation and required storage; modifies existing report formats; creates and interprets customized reports; integrates data, information, and documents from multiple software programs; writes more complex report queries.
• Talent Acquisition: Describes talent acquisition practices; assists in selection and hiring of employees; demonstrates awareness of employment specific laws and regulations.

MINIMUM QUALIFICATIONS

• Experience supervising others - Preferred
• Experience solving customer issues - Preferred
• Domestic and International Travel - Preferred
• Experience in developing and implementing Operations Action Plans - Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.