Manager, CE Workforce Management & Business Intelligence

Overview

At Fed Ex Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. Fed Ex is consistently recognized as one of the most admired brands in the world and one of the best places to work.

Our people are the foundation of our success and the key to our future. At Fed Ex, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. Fed Ex is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce.

What can you expect as a Fed Ex team member?

• Career Mobility and Development:
  When you join Fed Ex, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
• Total Compensation and Benefits Package:
  We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

Equal Opportunities

Our greatest asset at Fed Ex is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

• Manage a diverse team, closely interacting with peers across the globe
• Handle performance management across multiple lines of business
• Forecast customer interaction volumes across multiple call centers
• Develop and maintain staffing models to meet service level targets
• Design and implement routing strategies for efficient contact handling
• Build optimized schedules using WFM tools and technology
• Track and report on KPIs, adherence, productivity, and service levels
• Partner with Contact Center leadership to drive performance improvements
• Lead WFM best practices and process initiatives across regions
• Provides direct leadership for tactical business solutions related to single view of the customer strategy
• Responsible for specific projects/programs that require coordination with other corporate divisions and operating companies
• Perform other duties as assigned

• Bachelor’s degree or equivalent in a quantitative discipline
• Five (5) years business experience in a WFM environment, engineering discipline, operations research, program development or industrial management field with strong project management skills
• Knowledge of financial planning functions
• Strong basic management, analytical, human relations and communication skills