GBS IE Supervisor

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Job Description:

Job Summary
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.

Responsibilities:

• Planning and Forecasting - Produces volume and staffing forecasts for GBS operations to ensure service targets are achieved
• Transformation and Work Migration - Develops project plans and monitors plans to ensure projects are completed on time and on budget
• Process Analysis – Conducts time studies and performs work measurements to identify process gaps and process improvement opportunities
• Business Planning, Peak Planning - Responsible for planning contact volume and productivity that supports the development of the operation’s Business Plan
• People Development – 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.

Qualifications:

• 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

OTHER CRITERIA:

• This job is a grade 20E.
• Hours of Operation are subject to change: 8:00 am - 5:00 pm EST.
• Position is located in Atlanta, GA.
• Must be currently located in the same geographic location as the job or willing to self-relocate.
• No Relocation assistance offered.
• Employer will not sponsor visas for position.
• Last day to apply for internal applicants is 11:59pm EST on 09/28/2026.

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/national origin/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.