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Workforce Management Forecasting Supervisor

35 Glenlake Building Primary Location: ATLANTA, GA - United States Facility 35 Glenlake Building Job ID 207857 Zip Code 30328
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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
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