EA460: Workforce Management Analyst (ID)

Description

EU Workforce Management Analyst - Forecasting and Capacity Planning

We have an exciting opportunity for you to join our team as a Workforce Management Analyst

Who we are:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone’s day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.

Our fast paced an innovative WFM Team within the EU CE Enablement Team are looking to recruit a WFM Analyst to provide Forecasting and Capacity Planning to ensure we can service our customers, whilst meeting our obligations on both service and cost. 

What you will be doing:
 

This is a pivotal role to support the Forecasting and Capacity Planning process for our contact centres to help deliver optimum levels of performance, cost & meet our customer demand both in the short, medium and long term.

You will be working with Central and local CE stakeholders to deliver a robust WFM offering through the Forecasting and Capacity Planning process. Using the data available and WFM tool to analyse performance and provide fit for purpose resource models.

What do you bring with you:
 

* Minimum 3 years WFM experience and understand the end-to-end planning cycle

* Experience in delivering Forecasting and Capacity Planning for contact centres in multi-channel frontline and back-office lines of business.

* A high level of numeracy and literacy skills
* Fully conversant with Microsoft Excel and Verint WFM
* Analytical thinking and high attention to detail with problem solving skills
* Excellent written and verbal communication skills
* Experience of working within a fast pace contact centre environment.

What do we offer:
• Attractive compensation package
• Training to get you started and on-the-job learning opportunities
• Extensive learning resources to further develop your skills and knowledge
• Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
• Employee Assistance Program for you and your family in difficult life situations
• Employee reduced-rate shipping
• Great career opportunities
• FedEx is one of the worlds most admired companies and trusted brands year after year

Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we’re ready to invest in your development. Join FedEx.

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

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.