Supervisor (remote)

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Job Description:

Marken a UPS company is seeking a dynamic and detail-oriented Supervisor to lead and refine our Aviation, AOG (Aircraft on Ground), and Expedited Transportation operations. This role is critical in aligning our logistics processes with the rigorous demands of the Aerospace and Aviation vertical—especially for Next Flight Out (NFO), import/export compliance, and the handling of Dangerous Goods (DG). The ideal candidate will drive continuous improvement, ensure regulatory compliance, and enhance service reliability in high-pressure, time-sensitive environments.

Service Excellence Center Supervisor

The Service Excellence Supervisor will be responsible for supervising daily operations and personnel to achieve maximum quality, efficiency and cost-effectiveness.  Ensure that technology is utilized to a maximum and that staff are well organized, content, and productive.

Role:

• Monitor and improve telephone handling, email response time, milestone tracking and other procedures

• Evaluate performance with key metrics (accuracy, call-waiting time etc.)

• Develop objectives for the call center’s day-to-day activities

• Effect resource planning to maximize productivity of resources (people, technology etc.)

• Collect and analyze call-center statistics

• Coach and provide training to personnel to maintain high customer service standards

• Manage staff schedules to maximize responsiveness to inbound callers, while ensuring required call activities are maintained in the most cost-effective manner.

• Build team cohesiveness through staff meetings

• Consult with Management on matters of training, discipline and discharge

• Other duties and responsibilities as assigned

• Proven call center leadership experience

• Call center experience is strongly preferred.

• A high school diploma or GED is required.

• Proficiency in MS Word, Excel, Outlook and PowerPoint is required.

• Knowledge of performance evaluation and customer service metrics

• Working knowledge of call center equipment and systems is strongly preferred

• Knowledge of Next Flight Out and other courier industry operations is strongly preferred

• Strong leadership skills and the ability to effectively lead others

• Outstanding communication and interpersonal skills-verbal and written

• Excellent organizational skills and attention to detail

• Problem solving ability

• Ability to work under pressure and follow through on tasks

• Presentation skills, and the ability to speak and direct discussion groups

• Ability to interact with employees at all levels.

• Positive and patient

Shift / Hours

• Sun – Thurs or Tues – Sat and 0600 – 1600 or 1000 – 2000 Eastern

Employee Type:

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.