GBS IE Supervisor

United Parcel Service of America, Inc. • $80K — $95K *
Atlanta, GA 30349In-Person
Transportation
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong written and verbal communication skills; able to present effectively to senior leadership.
  • Robust analytical and decision-making abilities required for data-driven insights.
  • Proficient in managing multiple projects simultaneously while meeting deadlines.
  • Intermediate to advanced proficiency in Microsoft Excel (including Power Pivot and Power Query) and Access.
  • Skill in adapting communication detail according to audience needs and purposes.
  • Ability to make sound decisions under pressure effectively.
  • Bachelor's or Master's degree, ideally in Engineering, Mathematics or Computer Science.

Responsibilities

  • Produce accurate forecasts for US Customer and Commercial Service Locations by country, skill, and network.
  • Develop work migration plans aligned with UPS and GBS strategic roadmaps.
  • Oversee the creation and maintenance of advanced operational and financial reports and dashboards.
  • Identify opportunities for operational improvements to enhance customer satisfaction and financial performance.
  • Manage contact volume and unit planning for all Customer Service activities in the US.
  • Identify individual and team skill gaps and provide developmental opportunities.

Benefits

  • Access to continuous learning and professional development resources.
  • Opportunities for career advancement within the UPS network.
  • Collaborative team environment supporting diverse work culture.
  • Engagement in impactful projects shaping the future of customer service operations.
Full Job Description
Job Description:

Job Summary
The Global Business Services (GBS) organization provides process and service excellence to support the UPS enterprise with a goal of delivering strategic value, and innovating and enhancing services over time, to meet the changing needs of the business. Europe Region GBS Industrial Engineering Supervisor (Forecasting and Panning) oversees workload planning and forecasting activities for Europe as well as oversees a team of Specialists supporting the GBS Customer Service locations by maintaining reports and making analysis. The position assists with the strategic planning of transformational activities, supporting GBS Senior management in making data-driven decisions. The position oversees reporting and forecasting activities including identifying process issues or opportunities to improve, and working with others to identify, recommend and implement solutions or alternative processes that improve efficiency, productivity as well as cost containment.

Responsibilities:
  • Planning and Forecasting - Producing forecast for US Customer and Commercial Service Locations (by country, skill, and network)
  • Transformation and Work Migration - Develops work migration plans according to UPS and GBS Strategy roadmap
  • Business Analytics - Oversees the creation and maintenance of various of advanced operational and financial reports and dashboards
  • Project Development - Seek for opportunities to improve operational, customer satisfaction and financial performance in the US Customer and Commercial Service Locations
  • Business Planning, Peak Planning - Responsible for contact volume and unit planning for all Customer service activities in US. Supports Preferred Customer Service/Commercial Planning Activities
  • People Development - Identifies individual and team skill gaps and developmental opportunities


Qualifications:
  • Strong Written and Verbal Communication Skills, and Presentation Skills for Senior Leadership
  • 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 required for a given audience and the purpose
  • Ability to make decisions under pressure
  • Bachelor's or Master's degree, preferably in Engineering, Mathematics or Computer Science


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, My Talent Center, SEAS, Info Library, DWH, Verint
  • Strong Soft Skills, such as Conflict Resolution, Emotional Intelligence, Problem Solving, Organization, and Time and Stress Management
  • Experience identifying internal customer needs
  • Experience with vendor management to meet business needs
  • Intermediate to advanced knowledge of SQL, VBA, Python


Grade 20E

Last day for internals to apply is 8/31

Employee Type:
Permanent

Other Criteria:

About United Parcel Service of America, Inc.

United Parcel Service of America, Inc. Careers

There has never been a better time to join the global team at United Parcel Service of America, Inc. (UPS)—a leader in logistics and package delivery services.

Work You’ll Do

Join UPS’s industry-leading team to help drive innovation and operational excellence across one of the world’s most essential service networks. Transform logistics and global commerce with the best minds at UPS, leveraging cutting-edge technology and deep industry expertise. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and customer service. Work with a global team of business and logistics experts to help clients and communities achieve their business goals and meet delivery needs. Collaborate with a dedicated team of over 480,000 professionals worldwide, making UPS not just the biggest, but also one of the most trusted names in the industry.

Introducing the UPS Professional Growth and Development Program

The program is designed to foster leadership and professional skills, helping employees master their career paths within UPS.

Do Innovative Work

Join one of the largest and most respected logistics networks in the world—480,000+ dedicated professionals at the intersection of technology, service, and innovation.

Drive Innovation and Growth

Deliver targeted solutions through a depth and breadth of logistics experience and innovation that’s second to none.

Be Part of a Great Team

Engage in a wide range of job opportunities utilizing UPS technology and harness the unparalleled capabilities, global scale, and comprehensive logistics strategy.

Future-proof Your Career

Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

Explore

Discover how UPS is moving towards smarter logistics solutions: [With Advanced Tracking Systems] UPS enhances package tracking capabilities, ensuring timely deliveries and customer satisfaction. Logistics management solutions position UPS as a leader in global commerce, providing robust tools essential for modern logistics needs.

The UPS Commitment to Diversity and Inclusion

UPS’s commitment to diversity, equity, and inclusion is integral to building a stronger, more creative team that reflects the global communities it serves. Through diversity training and leadership development, UPS fosters an inclusive environment where all employees can thrive.

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Learn more about United Parcel Service of America, Inc.
Industry
Transportation
* Ladders Estimates

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