Workforce Management Administrator

Description

Workforce Management; Contact Centres Staff Rostering Deployment; Resource Adherence; Demand Requirement Management; Staff Satisfaction Support; Recruitment and Training Support; WFM System Administration; Service Levels Across all Contact Types; Reporting

Grade 7

What you will do

As a vital member of FedEx’s Workforce Management core team in the APAC & MEISA region (AMEA), you will play a key role in driving operational excellence and analytics. Reporting to the WFM Manager, your focus will be on enhancing Customer Experience (CE) insights, supporting strategic planning, and optimizing Contact Center operations across AMEA markets.

Your responsibilities include overseeing CE Operation Workforce Management (Capacity Planning, Scheduling & RTA)

• Drive short-, mid- and long-term forecasting, capacity planning, and mitigation plans for capacity gaps, provide tactical and strategic support to match supply-demand as produce what-ifs scenarios to support decision making with a Service and P&L mindset.
• Manage AMEA locations scheduling, real-time floor management as well as short-term changes to ensure smooth service delivery for multi-channels.
• Coordinates with operation managers for scheduling needs and opportunities review
• Administrating the WFM tool and coordinating changes with all Customer Experience stakeholders.
• Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per call, cost per incident, and other data relative to contact center performance.
• Responsible for AMEA Customer Experience Business Planning model. Performs any other related duties as required or assigned. Responsible for the coordination and execution of forecasting/capacity plan meetings. Lead monthly forecasting meetings with Customer Experience Operations Managers.
• Build a strong partnership with the different stakeholders: Partner with business users to understand their business needs, formulate and complete end-to-end analysis and effectively manage the relationship.
• Lead and collaborate for high impact cross-functional projects and initiatives.
• Ensures ongoing compliance with defined FedEx processes and procedures, relevant legislation and external regulations, and predefined agreements. Includes review of policies or standards to ensure compliance or design of new policies/standards if appropriate.
• Engage in overall business strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness.
• Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed. Provide upper management with hypotheses and recommendations related to the findings in the data.
• Provide task direction and support to WFM Analysts and/or BI Analysts.
•  Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

You will be a great fit if you

• Bachelor’s degree in Engineering, Mathematics, Actuarial Science or any equivalents.
• At least 3 years of hands-on experience in call center workforce management preferably with a global or regional command center set up, supporting large-scale operation.
• Demonstrate strong understanding for Call Center Operations i.e structure, workflow, and procedures.
• Proficient in the use of WFM tools such as Verint and other WFM systems.
• Proficient in Contact center telephony call routing and reporting.
• Solid working experience in advanced Excel and Power BI, including the ability to utilize advanced features for data analysis, reporting, and visualization.
• Visualization & Data Modelling, Descriptive & Prescriptive Analysis, and Insights Generation
• Good verbal, written, analytical, and interpersonal communication skills, including business presentation and persuasive skills.
• Demonstrated flexibility and self-motivation, with a proven ability to thrive in a dynamic environment. Capable of efficiently managing multiple projects simultaneously, ensuring timely and successful delivery.

Written & Verbal Communication Skills; Interpersonal Skills; Microsoft Office & PC Skills; Team Working Skills; Accuracy & Attention to Detail

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.