GBS Operations Analytics Supervisor

UPS; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

UPS in Atlanta, GA is seeking a data-driven professional to improve customer service quality. This role monitors customer contacts, analyzes service data, and recommends process changes to reduce resolution time and costs.

You will forecast staffing, plan transformations, develop teams, and generate reports in CMS/Excel, SQL, and Python to support UPS GBS objectives. A Bachelor’s or higher in Engineering, Math, or CS is preferred.

Qualifications

• Experience with Customer Service and Call Center operations.
• Strong analytical and decision-making skills.
• Intermediate to advanced knowledge of Microsoft Office Products (Excel, Power Pivot, Power Query) and Access.
• Intermediate to advanced knowledge of SQL, VBA, Python.
• Experience analyzing financial data (cost-per-contact, cost-per-hour).
• Experience using machine learning models.
• Bachelor’s or Master’s degree in Engineering, Math or CS.

Responsibilities

• Planning and forecasting: produce volume and staffing forecasts for GBS operations.
• Transformation and work migration: develop project plans and monitor progress.
• Process analysis: conduct time studies and identify gaps for improvement.
• Business planning, peak planning: plan contact volume and productivity for the business plan.
• People development: identify and develop individual and team development plans.
• Provide feedback and coaching recommendations to supervisors.
• Document call observations to guide process changes for customer service.
• Generate GBS case reports for reviewer groups.
• Collaborate with product managers to explain customer response rationale.
• Review statistics to evaluate re-routing of contacts.
• Produce data exports to Excel for team distribution.
• Generate CMS data to review volume and cost impacts.
• Analyze financial data to justify new service projects.

Skills

Customer Service

Analytical thinking

Decision making

Excel

Power Pivot

Power Query

Access

SQL

VBA

Python

Machine Learning

Education

Bachelor’s or Master’s degree in Engineering, Math or Computer Science

Tools

Excel

Power Pivot

Power Query

Access

SQL

VBA

Python

Job description

UPS in Atlanta, GA is seeking a data-driven professional to improve customer service quality. This role monitors customer contacts, analyzes service data, and recommends process changes to reduce resolution time and costs.

You will forecast staffing, plan transformations, develop teams, and generate reports in CMS/Excel, SQL, and Python to support UPS GBS objectives. A Bachelor’s or higher in Engineering, Math, or CS is preferred.