Industrial Engineering Supervisor

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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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