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GBS Industrial Engineer Supervisor

United Parcel Service (UPS)

Atlanta, GA 30303
  • Engineering
  • Management
United Parcel Service (UPS)
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Job Details

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.

**Responsibilities and Duties**

+ Deploys Verint WFM technologies, governance and compliance, system support, and operational standards and processes

+ Monitors GBS network staffing to identify optimal staffing levels for the global network

+ Receives new service recommendation approval from GBS staff management to create project plans for implementation

+ Reviews GBS product (e.g., shipping software, etc.) information to identify customer solution methods that will reduce expenses

+ Analyzes HDFS customer contact cases to determine cost effective response techniques and enhance the customer experience

**Knowledge and Skills**

+ Deployment of Verint WFM Technology Global

+ Assist and make recommendation on the design and implementation of a Global Workforce management team

+ Ability to create Forecast and Schedules for Contact Center Campaigns

+ Experience with Workforce Management in a contact center environment

+ Experience with Verint WFM Technology

+ SQL experience - Preferred

+ Python experience - Preferred

+ Data mining experience - Preferred

+ Six Sigma or LEAN certification - 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


**Category:** Engineering, Mechanics and Engineering, Global Business Services, Full-Time

**Requisition Number:** 217761

**Location:** Atlanta,Georgia
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