직무 지원 이전에 이 페이지의 오른쪽 상단에 있는 옵션에서 언어 환경설정을 선택합니다.

Fortune Global 500에 선정된 기업에서 다음과 같은 기회를 경험할 수 있습니다. 가능성을 혁신 및 구상하고, 보상 문화를 경험하며, 매일 더 나아질 수 있도록 지원하는 인재 팀과 협력할 수 있습니다. UPS를 더 발전된 내일로 이끄는 것은 바로 역량과 열정을 지닌 사람입니다. 역량을 보유하고, 자기 자신은 물론 팀을 이끌 수 있는 인재를 위해 기술을 배양하고 다음 단계로 나아갈 수 있게 할 직무들이 준비되어 있습니다.

직무 설명:

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

직원 유형:

정규직

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