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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:
Job Summary
The Team Lead role is a full-time position responsible for overseeing departmental administration, coaching, technical training, and providing support to associates. This role requires judgment, initiative, and the ability to identify and implement solutions to various challenges. The Team Lead addresses daily service issues and collaborates with management staff to manage processes, ensure safety, and provide training. This position focuses on meeting customer satisfaction goals by effectively coordinating employee efforts and ensuring procedural consistency.
Key Responsibilities
- Serve as a communication link between associates and supervisors.
- Assign and delegate tasks to team members effectively.
- Coach associates to maintain and improve service levels.
- Share knowledge and expertise with associates while addressing queries about systems and tasks.
- Stay updated on system enhancements and service features through training.
- Assist associates in resolving work-related challenges.
- Take ownership of associate concerns, ensuring resolution to achieve complete internal and external customer satisfaction.
- Provide solutions to resolve departmental issues as they arise.
- Manage and prioritize workflows to meet departmental deadlines.
- Escalate issues requiring management attention to the supervisor.
- Identify and implement process improvements to enhance efficiency, reduce errors, and lower costs.
- Monitor quality and status reports, ensuring corrective measures are in place.
- Regularly review processes to maximize departmental efficiency.
- Conduct audits, address discrepancies, implement corrective actions, and maintain schedules for compliance with internal audits.
- Maintain the dashboard and ensure the team meets all Key Performance Indicators (KPIs).
Required Skill Set
- Proficiency in Microsoft Office Suite.
- Strong professional and effective communication skills.
- Should be capable of multitasking and performing effectively in high-pressure situations.
- Proven ability to foster teamwork and collaboration.
- Capability to work independently, exercise sound judgment, and manage tasks without supervision.
- Adaptability to change and willingness to take on additional duties as needed.
Prerequisites
- Preferred experience in Human Resources (HR) or qualified HR Personnel.
- Preferred knowledge of Background Verification processes.
- Should have basic understanding of HR systems (myHR, MTC and Workday).
- Should have basic understanding of UPS Performance Management Cycle.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
