IE Specialist - Forecasting and Planning Team (m/f/x)

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Job Description:

Job Summary

The primary responsibility of the IE Specialist is to develop workload forecasts for Customer Shared Services departments across Europe and parts of ISMEA, including Customer Service, Preferred Customer Service, Customer Resolution Group, DI, and Healthcare, based on historical and current trends, as well as the impact of ongoing and planned projects and deployments. The role also includes publishing daily staffing plans for European customer service operations (both UPS and vendor sites), broken down into 15-minute intervals.

These forecasts determine required staffing levels and support recruitment and training planning.

To monitor customer contact volumes and gather all data required for analysis and forecasting, the team is responsible for creating and maintaining reports, dashboards, and databases. These include data such as call volumes, emails, customer complaints, package deliveries, delivery delays, and other key metrics.

The collected data is used not only to develop forecasts and staffing plans but also to support Business Plan preparation and provide analyses for various projects involving the team.

Daily responsibilities include updating reports, creating new reports, databases, and dashboards, analyzing data, producing forecasts, and publishing results. Specialists also participate in daily team meetings, weekly meetings, project calls, with stakeholder such as IT, Customer Service representatives, directors, managers, UPS site leaders, and subcontractor representatives.

Responsibilities:

• Maintain forecasts, operating plans, and tracking tools for future reference.
• Assess the impact of short- and long-term forecasts on operational plans.
• Respond to ad hoc reporting, data, and process analysis requests using various analytical tools.
• Gather and analyze data required for workload measurement and forecasting.
• Develop annual staffing projections based on trends and business needs.
• Maintain and update data within operating plans to highlight potential risks and opportunities for improvement.
• Ensure the accurate application of workload measurement methodologies.
  Conduct audits to identify areas that do not comply with established standards.
• Document and discuss process deviations and exceptions.
• Develop action plans and drive corrective actions in collaboration with management.

Qualifications:

• Experience with advanced Microsoft Excel and Access (e.g., PivotTables, VLOOKUP, database creation, and maintenance).
• Strong analytical thinking and problem-solving skills.
• Independence, attention to detail, precision, a comprehensive business perspective, and the ability to work with minimal supervision.
• Understanding of operational challenges and the ability to improve processes, methods, and workflows through collaboration.
• Strong technical capabilities, including the ability to develop custom reports, troubleshoot reporting systems, and manage data integration (preferred).
• Experience with Python and SQL for data analysis, reporting, automation, and database querying (preferred).
• Industrial Engineering experience (preferred).
• At least 6 months of employment in the current position at UPS (for internal candidates only).
• Bachelor's degree (or international equivalent) in Industrial Engineering, Business Analytics, Data Science, Logistics, Engineering, or a related field (preferred).

Benefits:

• Stable employment based on an employment contract
• Social benefit package (including sport package, life insurance, health care, pension scheme, co-financing of corrective glasses, additional social benefits)
• Primarily remote work arrangement with occasional visits to the office as business needs require.
• Wellbeing program – access to a platform of emotional support and coaching for our employees and their families
• Access to a training platform enabling the development of various competences
• Full training and support of the team after the implementation period
• Equipment for work
• Gaining valuable professional experience in an international environment
• Using foreign language in daily business contacts
• Employee referral program
• Possibility to get involved and develop your passions by participating in employee committees (charity initiatives, sports committee, employee newsletter, etc.)

Before proceeding with the recruitment process, please familiarize yourself with the procedure at the following link: https://ups.pagetiger.com/bdpxpfu

Employee Type:

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