MY00214 Customer Experience Planning & Engineering Specialist-Senior

This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.

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  Key Responsibilities

• Develop short- and long-term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)
• Create and maintain agent schedules to match demand and staffing constraints
• Monitor real-time adherence, occupancy, service level, shrinkage and make intra-day adjustments to handle spikes, outages and absenteeism
• Perform capacity planning and staffing analysis
• Analyze operational data and CE Operations performance indicators to support strategic decision-making
• Collaborate with operations, training, P&E team on workforce planning and scheduling to support business needs
• Maintain WFM tools (Verint, Genesys, PowerBI and etc)
• Produce regular performance reports and insights

• Requirements

• 3–5 years of WFM or contact centre experience with multi-channel management
• Strong analytical and Excel skills (pivot tables, formulas, modelling)
• Experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, PoweBI)
• Knowledge of Erlang/C or staffing models
• Strong communication and stakeholder management skills
• Experience in vendor management
• Excellent Presentation skills and EXCEL/ BI skills
• Experience in leading cross functions projects

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.