{"id":3360273,"url":"https://alion.io/job/ups-us-customer-service-supervisor","title":"US Customer Service Supervisor","company":{"id":37664,"name":"UPS","domain":"ups.com","url":"https://alion.io/company/ups","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"B","score":84,"open_postings":1925,"ghost_share":0.205,"stale_share":0.119,"repost_share":0.407,"time_to_fill_p50_days":10,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":19000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-27T21:02:56Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T11:11:17Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Before you apply to a job, select your language preference from the options available at the top right of this page.\nExplore 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.\nJob Description:\nThe 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.\nKey Responsibilities:Manage team performance through coaching, feedback, and regular OJS observations\nSubject Matter Expert in customer service\nOversee call and email quality, monitor inbound/outbound volumes and productivity\nHandle customer escalations, perform root cause analysis, and drive corrective actions\nCoordinate staffing needs with WFM based on the forecasted volumes\nPlan and prioritize day-to-day tasks, ensuring process accuracy and customer satisfaction\nSupport department goals by identifying operations gaps and assisting with training needs\nReporting and presentation to Leadership\nUnderstand customer needs and offer solutions that align with UPS Logistics services and policies\nManage calls/emails queues while maintaining a high standard of service\nStay informed about UPS Logistics’ products, services, and operational guidelines\nCollaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution\n Knowledge & Skills:Fluency in English with excellent written and verbal communication\nExcellent knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook)\nStrong problem-solving skills with attention to detail\nAbility to develop a thorough understanding of UPS procedures and policies of other departments and functions\nExcellent interpersonal and active listening skills\nOrganized and dependable\nConfident in making decisions.\nWorks well with minimum or no supervision.\nConflict resolution skillset\nAbility to manage team\nWell versed with knowledge articles\nProficiency in using voice/BO support platforms, CEC, and other customer service software.\nWillingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones\nWorking from office\nQualifications & Experience:Preferred education bachelor’s degree\nPreferred 5+ years of UPS Experience\nPreferred 2 years of team lead experience\n Employee Type:\nPermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.","description_format":"text","description_chars":3496,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Freight Forwarding","Customs Brokerage","Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-27T21:02:56Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring 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