JOB SUMMARY

Are you a current junior or senior, or recent graduate within the last 24 months, pursuing a degree in Industrial Engineering or a related field? If so, we want to hear from you! UPS Global Business Services (GBS) is looking for a dynamic Engineering intern who is eager to obtain real-world, hands-on business experience.

The GBS Engineering intern will listen to and analyze customer calls, and make recommendations for changes to key customer messaging, training materials, website updates, and Virtual Assistant Knowledge-based material.

OTHER DUTIES

• Listens to and evaluates both live and recorded calls through speech analytics, chat transcripts, UPS.com messaging, Interactive Voice Recordings (IVRs), and CORE messaging
• Reviews Customer Care Representative (CCR) support documents and knowledge content articles
• Recommends changes to key customer messaging and process improvements
• Identifies and understands customer challenges and experiences for improvement opportunities
• Recommends Peak contact messaging

PREFERRED COMPETENCIES

• Proficient in Microsoft PowerPoint, Excel (PowerPivot), and Access
• Experience with Power BI and SQL
• Excellent verbal and written communication skills
• Detail oriented and able to work autonomously
• Ability to data mine to support recommendations and speech analytics findings
• Effective time management with the ability to manage multiple projects

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.