Job description

The GBS Analytics Supervisor is responsible for improving the service provided to the customer. He/She monitors customer contacts and related data points to identify inefficiencies and improve resolution. This position analyzes and synthesizes various data sources to provide recommendations that reduce costs and maximize the customer experience. This position may supervise others.

Responsibilities and Duties

  • Analyzes customer contacts to identify patterns, opportunities, redundancies, and streamline the GBS customer contact support offering
  • Provides GBS agent observation feedback to management to recommend coaching and training
  • Documents and manages call observations/call studies to determine call center process opportunities to maximize service to the customer
  • Reviews contact and call study statistics to analyze reasons for customer contacts
  • Analyzes new service recommendation from GBS staff to create project plans for implementation
  • Reviews GBS process and support information to identify customer solution methods that will reduce cost to serve
  • Generates GBS analysis to evaluate alternative customer support and CCR response methods
  • Works with GBS process and operations management to explain customer response recommendation rationale
  • Reviews statistical information (e.g., cases created, resolution rate, calls etc.) to provide recommendation in the handling of customer contacts
  • Generates and aggregates various data sources (DWH, Infolib, etc.) to provide analytical insights
  • Produces and present customer contact data to review pertinent statistics and cost impacts
  • Analyzes financial data (e.g., cost-per-call, administrative cost-per-hour, etc.) to justify new service projects
  • Improves existing processes and procedures
  • Determines employees’ training needs to produce continuous development plans
  • Provides on-going feedback and support to improve performance
  • Utilizes appropriate research techniques and draws valid conclusions to interpret analytical models
  • Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork
  • Holds others accountable to established performance levels to achieve individual and group goals

Knowledge and Skills

  • Experience with SQL, Power BI, Access, Excel, business intelligence, and basic knowledge of statistical analysis
  • Bachelor's Degree (or internationally comparable degree) in Mathematics, Statistics, Engineering, Economics or Business Analytics – 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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