IE Specialist - Forecasting and Planning Team (m/f/x)
Job Description
Before you apply to a job, select your language preference from the options available at the top right of this page.
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
The primary responsibility of the Specialist is to develop workload Forecasts for Customer Shared Services departments across Europe, including Customer Service, Preferred Customer Service, Customer Resolution Group, DI, and Healthcare, based on historical and current trends. 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 regularly updating reports, creating new reports, databases and dashboards, analyzing data, producing forecasts, and publishing results. Specialists also participate in daily team meetings and weekly meetings with Customer Service stakeholders, including 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 and 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 improvement areas.
Ensure the accurate application of work measurement methodologies.
Conduct audits to identify areas not compliant with 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., pivot tables, VLOOKUP, database creation and maintenance).
Strong analytical thinking and problem-solving skills.
Bachelor’s degree (or international equivalent) in Engineering or a related field – preferred.
Understanding of operational challenges and the ability to improve processes, methods, and workflows through collaboration.
Strong technical capability, including the ability to develop custom reports, troubleshoot reporting systems, and manage data integration– preferred.
Ability to write complex queries and build databases as needed.
Industrial Engineering experience – preferred.At least 6 months employment track at current position in UPS (for internal candidates only).
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)
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:
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.