MY0385: Control Room Agent-Senior

Description

Responsible for managing front-line operations by completing administrative and operational tasks such as data entry, ramp and sort activities, trace and dispatch functions, and providing local customer service. This role ensures smooth daily operations and efficient handling of customer and logistical needs.

Key Roles:

•  Monitor and manage real-time operational systems to ensure all processes adhere to internal and external standards and deadlines.

• Identify and investigate anomalies or deviations from standard procedures, using judgment to resolve issues or escalate them as needed.

• Execute and validate defined procedures and processes with high accuracy, utilizing both manual and automated systems as required.

• Perform thorough data verification and procedural checks, ensuring all information is accurate and meets predefined quality criteria.

• Resolve operational problems or exceptions efficiently, acting as a focal point for specific issues and implementing corrective actions when necessary.

• Communicate effectively with customers, team members, and other departments, providing clear updates and coordinating responses to operational issues.

• Develop and maintain job aids, procedures, and training materials, supporting team members and other departments through process changes.

• Generate and review timely reports, analyzing data to identify areas for improvement and ensuring data integrity within organization systems.

• Ensure compliance with company processes, relevant legislation, and external regulations, reporting any non-compliance issues to management immediately.

• Collaborate closely with various stakeholders, including customers, vendors, and internal teams, to ensure accurate information flow and resolution of operational issues.​

Minimum Education

• Secondary education or equivalent

Minimum Experience

• Senior: Four (4) years work experience

Knowledge, Skills and Abilities

• Accuracy & Attention to Detail

• Problem Solving Skills

• Interpersonal Skills

• Written & Verbal Communication Skills

• Team Working 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.