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GBS IE Supervisor Performance Measurement at UPS

Posted in Transportation 30+ days ago.

Location: Atlanta, Georgia

Job Description:

UPS Global Business Services (GBS) is seeking an Industrial Engineering Supervisor to improve the quality of service that is provided to customer. He/She monitors representative contacts to identify inefficiencies and reduce customer resolution time. This position analyzes service data to provide recommendations that reduce costs and maximize the customer experience. 

This position includes EPIC Project responsibilities in center of excellence, governance and compliance, system support, and operational standards and processes. The GBS Industrial Engineering Supervisor monitors GBS representative contacts to identify response redundancies and provide customer solution guidance. He/She reviews Help Desk Field Service (HDFS) statistics to analyze reasons for customer contacts. This position receives new service recommendation approval from GBS staff management to create project plans for implementation. He/She reviews GBS product (e.g., shipping software, etc.) information to identify customer solution methods that will reduce expenses. The GBS Industrial Engineering Supervisor also analyzes HDFS customer contact cases to determine cost effective response techniques and enhance the customer experience.

­Responsibilities and Duties

  • Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations
  • Documents contact observations to determine call center process changes for maximizing service to the customer
  • Generates GBS case reports to track alternative customer response methods for manager and representative review
  • Works with GBS product managers to explain customer response recommendation rationale
  • Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts
  • Generates specific customer case data to export in Microsoft Excel and distribute to new service project team
  • Produces Call Management System (CMS) data to review contact volume statistics and cost impacts
  • Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects

Knowledge and Skills

  • Applies database knowledge: Designs information organization, accessibility, and security to create databases based on user needs, using available database management software; devises procedures and schedules to maintain and update databases; installs and updates databases
  • Budget management: Tracks expenditures against financial targets; describes impact of area’s budget on organizational financial plan
  • Estimation and forecasting knowledge: Specifies facts, research, and perspectives necessary to make projections; analyzes statistics and qualitative information within specified parameters; researches trends and conditions used to make projections
  • Project management: Demonstrates understanding of implementation objectives, project plan, and one's role within a project; participates in the implementation of a project; provides timely, thorough and concise updates for area of responsibility; identifies areas of risk and properly communicates them to the project manager
  • Project planning: Develops and executes project management plans for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately
  • Report generation: Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies some problems with report generation (e.g., missing variables, incorrect data, etc.)
  • Solves customer problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks
  • Statistical analysis: Demonstrates a basic knowledge of statistical terminology and understanding of analyses and/or tests (e.g. measures of central tendency, standard deviation, correlation, analysis of variance (ANOVA), simple linear regression, significance testing, etc.); displays the ability to calculate basic statistics
  • Experience with MS Office products such as Excel (exporting data) and Word - Preferred
  • Experience with Call Center Management - Preferred
  • Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) - Preferred

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