BaSE Call Center Supervisor

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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:

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/nationalorigin/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.