:

Job SummaryThe Global Business Services (GBS) Engineering Supervisor is responsible for optimizing operational efficiency, improving productivity, and reducing costs. The GBS Engineering Supervisor oversees work migration and other project deployments, conducts work measurement and time studies, monitors and assesses workflows, and develops volume and staffing forecasts designed to deliver exceptional service. The GBS Engineering Supervisor works collaboratively with operations management teams to identify improvement opportunities and makes process improvement recommendations that help to achieve the operations goals and improve the customer experience.

Note: This position would be based in ITC Chennai (IN110) full time and work from office.

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 prospects
Business Planning, Peak Planning - Responsible for planning contact volume and productivity that supports the development of the operations Business Plan
People Development Identifies and develops individual and team development plans

Qualifications:
Experience with Customer Service and Call Center operations
Robust 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
Bachelors or masters degree, preferably in Engineering, Math or Computer Science

Employee Type:

Permanent

📌 Gbs Ie Supervisor Grade 20e Pune
🏢 UPS Supply Chain Solutions (UPS
📍 Pune