Cust Svc Project Engineer

Federal Express Corporation • Collierville, TN

2d

About The Position

The Project Engineer - Cust Svc position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. The Project Engineer - Cust Svc role also conducts time and methods development studies to establish standards for customer contact departments.

Requirements

• Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.
• Five (5) years professional experience in engineering, planning or standards development for operations.
• Demonstrated knowledge in engineering, planning or standards development for operations.
• Strong analytical skills.
• Computer skills.
• Communication skills.
• Some travel required.

Nice To Haves

• This position may be located anywhere within the US excluding AK, HI and US territories.
• This position is internal to FEC and open to US applicants only.
• Strong Power BI knowledge desired.

Responsibilities

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops of call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume, and makes recommendations for changes to insure productivity and service are protected.
• Assists in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.
• Surveys related industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, to include number positions, locations, and size.
• Perform other duties as assigned

Benefits

• Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.
• Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact [email protected].
• Applicants have rights under Federal Employment Laws: Know Your Rights Pay Transparency Family and Medical Leave Act (FMLA) Employee Polygraph Protection Act
• E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program: E-Verify Notice (bilingual) Right to Work Notice (English) / (Spanish)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees