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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 BaSE Call Center Supervisor will be responsible for the job responsibilities listed below in support of multiple operating districts. The Call Center Supervisor position reports to the Call Center Managers. The Call Center Supervisor's primary responsibility is to provide support for automation and facility issues reported by facility personnel or vendors.
Responsibilities
Answer and Field Incoming Calls - Equipment Breakdowns/Automation/Facility
Field calls based on caller's needs
Responsibility of providing knowledgeable input, engaging vendors and 4th level teams
Documenting incidents in Information Technology Service Management (ITSM) systems with a high level of detail
Input system breakdowns or Significant Failure Reports based on impact for non-domiciled BaSE facilities
Dispatch vendors for non-domiciled BaSE facilities
For mechanic supported buildings, engage responsible LBaSE for assistance before engaging a vendor for Facility related calls
Provide follow up throughout breakdowns
Incident Management
Manage the team of Incident Management Specialists
Oversee follow-up with Incident Management team, local teams, 4th level teams and vendors to ensure all information is present and accurate in the Incident Command section of the ticket
Oversee data input and verification for incidents
Develop and Enhance Systems used to Manage Call Center
Adapt systems based upon demonstrated support needs to provide most efficient support services
Ensure up to Date Training and Knowledge of Systems Used to Manage Call Center
SMC
Maximo
Teams
SI7 / CBRE
My Talent Center
Other ITSM services
Special Projects
As determined by hierarchy
Problem Management
Maintain the Known Error Document Libraries
Root Cause Failure Analysis
Manage parties' completion
Quality control of content submission into PRBs and PTASKs
Trend Analysis
Communicate recurring issues for campaign / Standards purpose
Manage and Maintain Shared E-mails
Archive and maintain 'clean' inbox
Distribute reports on a daily, weekly and / or Monthly frequency
Develop, Review and Provide Internal Reporting of Key Performance Indicators
Attend Department Meetings
Promote awareness of improvement plans
Maintain Document Libraries
Qualifications:
Bachelor's degree or international equivalent in Engineering - Preferred
Programming experience including troubleshooting, basic understanding of networks, motor control theory, and operation including basic AC and DC electrical troubleshooting - Preferred
Proficiency in Microsoft Office products
Ability to read and interpret electrical schematics and simple diagrams
Availability to work flexible shift hours, up to 5 days per week
Internal Salary Grade: 20E
Last Day to Apply: January 16, 2025 at 11:59 PM EST
Employee Type: Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
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.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.