GBS IE Supervisor

UPS

2d•Onsite

About The Position

This position is responsible for improving the quality of service that is provided to the 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.

Requirements

Experience with Customer Service and Call Center operations
Strong analytical and decision-making skills
Intermediate to advanced knowledge of Microsoft Office Products, such as Excel (including Power Pivot and Power Query) and Access
Intermediate to advanced knowledge of SQL, VBA, Python
Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.)
Experience using machine learning models
Bachelor’s or master’s degree, preferably in Engineering, Math or Computer Science
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.

Responsibilities

Produces volume and staffing forecasts for GBS operations to ensure service targets are achieved
Develops project plans and monitors plans to ensure projects are completed on time and on budget
Conducts time studies and performs work measurements to identify process gaps and process improvement opportunities
Responsible for planning contact volume and productivity that supports the development of the operation’s Business Plan
Identifies and develops individual and team development plans
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.