Manager, CE Workforce Management & Business Intelligence

FedEx Group; Selangor; 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 and enhance operational efficiency. This role involves forecasting customer interactions, developing staffing models, and implementing routing strategies to ensure service level targets are met. The ideal candidate will possess strong analytical and project management skills, along with a quantitative background. Join a company that values innovation, teamwork, and exceptional service delivery, and be part of a culture that emphasizes growth and inclusivity.

Qualifications

• 5+ years of experience in a WFM environment or operations research.
• Strong project management and analytical skills required.

Responsibilities

• Manage a diverse team and forecast customer interaction volumes.
• Design efficient routing strategies and build optimized schedules.
• Track KPIs and partner with leadership for performance improvements.

Skills

Workforce Management

Forecasting

Performance Management

Data Analysis

Project Management

Communication Skills

Analytical Skills

Education

Bachelor’s degree in a 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
• Coordinate specific projects/programs 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 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 employer and consider all qualified applicants regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy, disability, or any other protected characteristic.

Our Company

FedEx is one of the world's largest express transportation companies, serving over 220 countries and territories daily. Recognized as one of the top 10 World’s Most Admired Companies by Fortune magazine, we pride ourselves on our outstanding team of FedEx employees who deliver exceptional service worldwide.

Our Philosophy

The People-Service-Profit (P-S-P) philosophy guides every decision at FedEx. We take care of our people, who in turn deliver excellent service, earning profits that are reinvested into our business and workforce. Our success stems from our people, fostering an environment of innovation and commitment to quality service.

Our Culture

Our culture, rooted in our values and behaviors, distinguishes us in the global marketplace. It is a cornerstone of our growth and success, emphasizing teamwork, integrity, and customer focus.