Manager, CE Workforce Management & Business Intelligence

FedEx Group; Petaling Jaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Workforce Management professional to lead a diverse team in optimizing service delivery. In this role, you will forecast customer interaction volumes, develop staffing models, and implement effective routing strategies. Your analytical skills will drive performance improvements, ensuring service level targets are met. Join a company that values innovation, teamwork, and excellence, where your contributions will directly impact operations across the globe. This is a unique opportunity to thrive in a dynamic environment committed to diversity and inclusion.

Qualifications

• 5+ years of experience in Workforce Management or related fields.
• Strong analytical and communication skills are essential.

Responsibilities

• Manage a diverse team and interact globally.
• Forecast customer interaction volumes across call centers.

Skills

Performance Management

Forecasting

Data Analysis

Project Management

Team Leadership

Communication Skills

Education

Bachelor’s Degree in Quantitative Discipline

Tools

WFM Tools

Job 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 & Recommendations; 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.
• Provide direct leadership for tactical business solutions related to the single view of the customer strategy.
• Responsible for specific projects/programs requiring coordination with other 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 of business experience in a WFM environment, engineering discipline, operations research, program development, or industrial management with strong project management skills.
• Knowledge of financial planning functions.
• Strong management, analytical, human relations, and communication skills.

FedEx is committed to a diverse, equitable, and inclusive workforce. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy, disability, or other protected characteristics.

Our Company

FedEx is one of the world's largest express transportation companies, serving over 220 countries and territories daily. Our success is driven by our outstanding team members dedicated to delivering exceptional service.

Our Philosophy

The People-Service-Profit (P-S-P) philosophy guides every FedEx decision. We prioritize taking care of our people, delivering excellent service, and reinvesting profits into our growth and workforce.

Our Culture

Our culture, rooted in our values, is a key differentiator that supports our global success. It emphasizes innovation, teamwork, and a commitment to excellence, making FedEx a unique and competitive organization.