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Digital/Voice Integration Supervisor

RAMAPO RIDGE I.S. CENTER MAHWAH, NJ - United States Facility RAMAPO RIDGE I.S. CENTER Job ID 183682 Zip Code 07430
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The Global Process Supervisor is responsible for improving and implementing processes and procedures for Global Business Services (GBS). He/She develops global standards and process efficiencies within Global Business Services. This position responds to internal and external customers and other UPS groups concerning processes and programs. The Global Process Supervisor is responsible for documenting processes and procedures, developing process maps, improving existing processes, creating reference information, and providing operational support to ensure efficient use of resources.

The Global Process Supervisor provides on-going feedback and support to customers to improve performance and ensure solutions meet customer needs. He/She participates in conference calls to investigate and determine resolutions of issues. This position gathers and documents business requirements for system development and improvements to application functionality. The Global Process Supervisor designs, tests, and implements processes and improvements to drive effective processes and a positive return-on-investment.

This position specializes in designing and deploying technology solutions that integrate the digital and voice contact channels to reduce the customer’s level of effort, promote self-service, and support intelligent escalation to a Customer Care Representative when needed. He/she identifies and authenticates customers across multiple contact channels, leverages customer history to predict intent, and spares customers from ever having to “start over.”

Responsibilities and Duties

  • Reviews issues with appropriate personnel as needed to assign specific actions required to resolve  
  • Communicates resolutions to requesters to ensure understanding and acceptance
  • Evaluates processes and systems to ensure compliance
  • Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork
  • Assesses requested information to ensure alignment with business needs, objectives, and practices
  • Analyzes process change requests to determine time and cost impacts to the network and impact to customer experience and alignment with business strategies
  • Tracks and analyzes data to determine root causes of process or program issues
  • Communicates new processes to ensure Customer Service Representatives are trained on process changes and enhancements
  • Coordinates and reviews company Customer Technology & Innovation Program (CTIP) initiatives that impact GBS
  • Assists with designing, building, testing, and deploying a solution that facilitates quick, easy problem resolution via self-service or through intelligent live escalation
  • Conceives customer-facing technology solution that integrates the digital and voice contact channels and be able to help make that vision a reality
  • Minimizes level of effort by using technology for customer identification and authentication, leveraging contact history to predict intent
  • Employs a Natural Language Understanding solution to establish intent when needed
  • Ensures digital and voice contact channels are seamlessly integrated and can be used interchangeably to provide customers with the appropriate level of support to resolve their problem or answer their question without ever having to start over

Knowledge and Skills

  • Business, Financial, and Industry Knowledge: Demonstrates a general understanding of industry and financial trends impacting UPS and/or customers’ organizations; identifies the organizational structure and functions within a business
  • Solicits and Gathers Information: Uses in-depth techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas
  • Solves Customer Problems: Recognizes when customers are having issues; identifies resolution to basic customer issues and recommends solutions.
  • Demonstrates a global perspective; Exhibits openness, flexibility, and a heightened aptitude for working within diverse cultural nuances (local constraints, perceptions, and sensitivities)
  • Works closely with business stakeholders, internal technical resources, and vendor personnel
  • Effective written and verbal communication skills, including presentation skills for upper management presentations
  • Spanish speaking skills - Preferred
  • Experience with digital/voice contact channel integration - Preferred
  • Experience with data analysis - 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
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