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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow-people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Summary

This position is responsible for improving the quality of service that is provided to the 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:

• Planning and Forecasting- Produces volume and staffing forecasts for GBS operations to ensure service targets are achieved
• Transformation and Work Migration- Develops project plans and monitors plans to ensure projects are completed on time and on budget
• Process Analysis- Conducts time studies and performs work measurements to identify process gaps and process improvement opportunities
• Business Planning, Peak Planning- Responsible for planning contact volume and productivity that supports the development of the operation's Business Plan
• People Development- Identifies and develops individual and team development plans
• Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations.
• Documents contact observations to determine call center process changes for maximizing service to the customer.
• Generates GBS case reports to track alternative customer response methods for manager and representative review.
• Works with GBS product managers to explain customer response recommendation rationale.
• Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts.
• Generates specific customer case data to export in Microsoft Excel and distribute to new service project team.
• Produces Call Management System (CMS) data to review contact volume statistics and cost impacts.
• Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects.

Qualifications:

• Experience with Customer Service and Call Center operations
• Strong analytical and decision-making skills
• Intermediate to advanced knowledge of Microsoft Office Products, such as Excel (including Power Pivot and Power Query) and Access
• Intermediate to advanced knowledge of SQL, VBA, Python
• Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.)
• Experience using machine learning models
• Bachelor's or master's degree, preferably in Engineering, Math or Computer Science

OTHER CRITERIA:

• This job is a grade 20E.
• Hours of Operation are subject to change: 8:00 am- 5:00 pm EST.
• Position is located in Atlanta, GA.
• Must be currently located in the same geographic location as the job or willing to self-relocate.
• No Relocation assistance offered.
• Employer will not sponsor visas for position.
• Last day to apply for internal applicants is 11:59pm EST on 09/28/2026.

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.