GBS IE Supervisor

GSV UPS General Services; United States; On-site; USD 100,000 - 140,000; Full time

Job summary

UPS is seeking an Industrial Engineering Supervisor for Forecasting and Planning in the US region. The role leads workload forecasting, reporting, and analytics for Customer Service locations and guides strategic, data-driven decision-making.

The candidate will oversee a team, develop forecast models, and drive process improvements across operations to enhance efficiency and cost containment. Strong communication and multi-project leadership are essential.

Qualifications

• Strong written and verbal communication with senior leadership
• Excellent analytical and decision-making abilities
• Ability to manage multiple projects simultaneously
• Proficiency in Microsoft Excel (Power Pivot/Power Query) and Access
• Ability to tailor detail level to audience and make data-driven decisions
• Bachelor's or Master's degree in Engineering, Mathematics or Computer Science

Responsibilities

• Plan and forecast for US Customer and Commercial Service Locations by country, skill, and network
• Develop work migration plans aligned with UPS and GBS Strategy roadmap
• Oversee creation and maintenance of advanced operational and financial reports and dashboards
• Identify opportunities to improve operations, customer satisfaction, and financial performance
• Manage contact volume and unit planning for US customer service activities; support peak planning
• Identify skill gaps and development opportunities for individuals and teams

Skills

Communication

Analytics

Multi-project

Excel

Power Pivot

Power Query

SQL

Python

Education

Bachelor's or Master's in Engineering/Mathematics/Computer Science

Tools

Power BI

SQL

VBA

Python

Job description

GBS Industrial Engineering Supervisor (Forecasting and Panning)

US Region GBS Industrial Engineering Supervisor (Forecasting and Panning) oversees workload planning and forecasting activities for US 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

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.

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.