Manager, CE Workforce Management & Business Intelligence

Description

Workforce Management;Forecasting & Planning (Translating the Business Plan); Forecast Accuracy & Variation Impact Analysis; KPI & Target Setting;Traffic Management;Scheduling (Shift Management);Performance & Scorecard Reporting;Tool Configuration & Selection;Data Science & Insights;Business Planning; Tracking & Analysis;Performance Trend Analysis & Recommendation;Daily/ Weekly Service Monitoring; Forecast & scheduling execution, Real-time analysis

Key Responsibilities:

• 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.

How does your background align with this opportunity?

• 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

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

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.