Customer Experience, Planning & Engineering Specialist

Join our dynamic and fast-paced team as a Customer Experience, Planning & Engineering Specialist, where you’ll play a vital role in optimizing staffing, scheduling, and real-time operations across the APAC region. This is an exciting opportunity for individuals who thrive in high-impact roles and want to shape operational efficiency on a regional scale.

This role is based at Uptown 5 Damansara, Malaysia, and reports to the Customer Experience, Planning & Engineering Manager in Hong Kong.

Role And Responsibilities

• Lead workforce management initiatives including forecasting, roster planning, and scheduling to ensure optimal staffing levels across APAC Customer Experience (CE) Operations.
• Manage real-time staffing adjustments, schedule changes, and task assignments in response to evolving business demands, with the objective of achieving workforce management success.
• Monitor and drive performance against key WFM metrics (e.g., AHT, Service Level, Occupancy), identifying trends and recommending continuous improvements.
• Serve as the Command Center Lead for APAC, overseeing regional call traffic and ensuring service continuity.
• Collaborate with cross-functional stakeholders and management teams to review staffing strategies and identify optimization opportunities.
• Analyze operational data and CE Operations performance indicators to support strategic decision-making.
• Participate in rotating shifts, including coverage on public holidays and support for various time zones across APAC.
  
  

Skills Required

• Strong problem-solving skills
• Accuracy and attention to detail
• Project management methodologies
• Logical and analytical skills
  
  

Requirements

• Two (2) to five (5) years of work experience in workforce management and MIS experience in contact centre operations. A Senior specialist role may be considered depending on your working experience.
• Bachelor’s degree in business administration, MIS, Engineering, Computer Science, Operations Research or related discipline.
  
  

Compensation Package

• Competitive Basic Salary
• Two-months guaranteed year-end bonus
• Performance based bonuses
• USD 3,000 Tuition Assistance for your personal development
• Medical check-up, vision care, and dental benefits
• Insurance Outpatient and Specialist Coverage (may include dependents)
• Employee reduced rate shipping
• Employee assistance programs for your physical and mental wellbeing
  
  

To maximize your chances of getting shortlisted with us, we would appreciate if you could indicate your expected basic salary and notice period in your CV during your application!

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.