Note: The job is a remote job and is open to candidates in USA. Federal Express Corporation is seeking a Cust Svc Project Engineer to assist in planning center-level reviews and analyze operating performance. The role involves developing procedures and standards for call center operations and conducting productivity analysis to enhance customer service.
Responsibilities
- 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
Skills
- Bachelor's degree in industrial engineering or related engineering discipline
- Five (5) years professional experience in engineering, planning or standards development for operations
- Demonstrated knowledge in engineering, planning or standards development for operations
- Strong analytical skills
- Computer skills
- Communication skills
- Support the Customer Experience Desktop (CED) digital product as a Product Owner/SME
- Product Owner experience
- Experience gathering and prioritizing business requirements and defining user stories and acceptance criteria
- Ability to support Agile delivery, including UAT, production checkout, release validation, and post-production support
- Understanding of product management practices to develop product vision and strategic roadmaps
- Understanding of customer-driven design and Quality driven methodologies
- Strong communication, collaboration, and stakeholder management skills
- AI and automation experience a plus
- Salesforce Service Cloud knowledge requested; email or telephony background a plus
Company Overview