Cust Svc Project Engineer

Federal Express Corporation•Collierville, TN

2d•$7,488 - $12,356•Remote

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.

Nice To Haves

Support the Customer Experience Desktop (CED) digital product as a Product Owner/SME.
Product Owner experience
Experience gathering and prioritizing business requirements and defining user stories and acceptance criteria.
Ability to support Agile delivery, including UAT, production checkout, release validation, and post-production support.
Understanding of product management practices to develop product vision and strategic roadmaps.
Understanding of customer-driven design and Quality driven methodologies.
Strong communication, collaboration, and stakeholder management skills.
AI and automation experience a plus
Salesforce Service Cloud knowledge requested; email or telephony background a plus

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