Job Description

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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

Customer Care provides process and service excellence to support the UPS enterprise with a goal of delivering strategic value and innovating services over time to meet the changing needs of the business. Customer Care Industrial Engineering Supervisors (Forecasting and Planning) oversee workload planning and forecasting activities supporting Customer Service locations analyzing data and predicting the future needs of the business. The position aids with the strategic planning of transformational activities and supports senior management in making data-driven decisions. This position oversees forecasting activities which include but are not limited to finding process issues, implementing solutions to improve efficiency, and containing cost.

Responsibilities:

• Planning and Forecasting - Producing forecasts for Customer Service Locations (by country, skill, and network)
• Transformation and Work Migration - Develops work migration plans according to UPS Strategy roadmap
• Business Analytics - Oversees the creation and maintenance of various of advanced operational and financial reports and dashboards
• Project Development - Seeks opportunities to improve operational, customer satisfaction and financial performance in the Customer Service locations
• Business and Peak Planning - Responsible for contact volume and productivity planning for annual budgeting and ensuring consistent Customer Care during seasonal peaks
• People Development - Identifies individual and team skill gaps and developmental opportunities

Qualifications:

• Bachelor’s or master’s degree, preferably in Engineering, Mathematics or Computer Science
• Strong written and verbal communication skills
• Strong analytical and decision-making skills
• Capability to manage multiple projects simultaneously
• Intermediate to advanced knowledge of Microsoft Office Products, such as Excel (including Power Pivot and Power Query) and Access
• Adapts the level of detail needed for a given audience and the purpose
• Ability to make decisions under pressure

Preferred Qualifications

• Knowledge of Customer Service and call center operations
• Experience in team management
• Knowledge of internal UPS tools and technology – APRS, ETT, CMS, CEC/Salesforce, Power BI, SEAS, Info Library, DWH, Verint
• Strong soft skills, such as conflict resolution, emotional intelligence, problem solving, organization, and time management.
• Experience identifying internal customer requirements
• Experience with vendor management to meet business requirements
• Intermediate to advanced knowledge of SQL, VBA, Python

Employee Type:

Permanent

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