Cust Svc Project Engineer

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.

Essential Functions

• 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
• Providing feasibility and business impact assessments, ensuring a focus on corporate impact
• Developing and executing presentations to executive and senior management.
• Developing and maintaining planning measurement systems, considering productivity, service, and quality criteria, and linking results to objectives and plans.
• Providing ongoing support in the business planning process, employing planning methodology and other appropriate methods, tools, and processes

Minimum Education

Bachelors Degree in industrial engineering or related engineering discipline.

Minimum Experience

Five (5) years professional experience in engineering, planning or standards development for operations.

Knowledge, Skills, Abilities

Demonstrated knowledge in engineering, planning or standards development for operations.

Strong analytical skills.

Computer skills.

Communication skills.

Job Conditions

Some travel required.

Preferred Qualifications: *Project management *Process engineering *Continuous improvement *Communication & Presentation skills *Problem solving *Lean Six Sigma *Strategic thinking *Attention to details

Pay Transparency:

Pay: U.S. Pay Range: $7,094.23/month - $12,533.14/month. Internal pay grade FEC_E27

Additional Details: This position will be hybrid in Collierville, TN or Salt Lake City, UT. Relocation assistance may be available based on business need. To apply, please upload your current resume and complete application by close of business day (5:00PM CST) May 16th.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Equal Employment Opportunity is the Law
• EEO is the Law Supplement
• Pay Transparency Policy
• 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)