Industrial Engineering Supervisor

UPS; Pampanga; On-site; PHP 700,000 - 980,000; Full time

Job summary

UPS in the Philippines is seeking a Customer Care Industrial Engineering Supervisor (Forecasting and Planning) to lead workload forecasting for Customer Service locations, analyze data, and support senior management with data-driven decisions.

The role covers forecasting by country and network, developing work migration plans, and building dashboards and reports to improve operational efficiency and cost containment.

Qualifications

• Bachelor’s or master’s degree in Engineering, Mathematics, or Computer Science.
• Strong written and verbal communication skills.
• Strong analytical and decision-making skills.
• Ability to manage multiple projects simultaneously.
• Advanced Excel with Power Pivot/Power Query and Access.

Responsibilities

• Forecast workload for Customer Service locations by country, skill, and network.
• Develop work migration plans aligned with UPS strategy.
• Oversee creation and maintenance of operational and financial reports and dashboards.
• Identify process issues and implement efficiency improvements.
• Plan for contact volume and productivity during peaks.
• Support talent development and team skill enhancement.

Skills

Analytical skills

Written and verbal communication

Project management

Data-driven decision making

Problem solving

Education

Bachelor's or Master’s degree in Engineering/Math/CS

Tools

Power BI

SQL

Python

VBA

Excel

Access

Salesforce

Verint

DWH

Job description

Job Description:

Trước khi bạn nộp đơn xin việc, hãy chọn tùy chọn ngôn ngữ của bạn từ các tùy chọn có sẵn ở trên cùng bên phải của trang này. Khám phá cơ hội tiếp theo của bạn tại tổ chức Fortune Global 500. Hình dung các khả năng đổi mới, trải nghiệm văn hóa bổ ích của chúng tôi và làm việc với các nhóm đầy tài năng giúp bạn trở nên tốt hơn mỗi ngày. Chúng tôi hiểu những gì cần thiết để dẫn dắt UPS trong tương lai — những người có khả năng kết hợp độc đáo giữa năng lực với niềm đam mê. Nếu bạn có tố chất và khả năng lãnh đạo bản thân hoặc nhóm, sẽ có những vai trò sẵn sàng để bạn trau dồi kỹ năng và đưa bạn lên một tầm cao mới.

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

Loại Nhân Viên

Lâu dài

UPS cam kết cung cấp một nơi làm việc không có tình trạng phân biệt đối xử, quấy rối và trả thù.