Jobs at Fedex in Malaysia

Join our dynamic and fast-paced team as a Customer Experience, Planning & Engineering Specialist, where you’ll play a vital role in optimizing staffing, scheduling, and real-time operations across the APAC region. This is an exciting opportunity for individuals who thrive in high-impact roles and want to shape operational efficiency on a regional scale.

This role is based at Uptown 5 Damansara, Malaysia, and reports to the Customer Experience, Planning & Engineering Manager in Hong Kong.

Role and Responsibilities:

• Lead workforce management initiatives including forecasting, roster planning, and scheduling to ensure optimal staffing levels across APAC Customer Experience (CE) Operations.
• Manage real-time staffing adjustments, schedule changes, and task assignments in response to evolving business demands, with the objective of achieving workforce management success.
• Monitor and drive performance against key WFM metrics (e.g., AHT, Service Level, Occupancy), identifying trends and recommending continuous improvements.
• Serve as the Command Center Lead for APAC, overseeing regional call traffic and ensuring service continuity.
• Collaborate with cross-functional stakeholders and management teams to review staffing strategies and identify optimization opportunities.
• Analyze operational data and CE Operations performance indicators to support strategic decision-making.
• Participate in rotating shifts, including coverage on public holidays and support for various time zones across APAC.

Skills Required

• Strong problem-solving skills
• Accuracy and attention to detail
• Project management methodologies
• Logical and analytical skills

Requirements

• Two (2) to five (5) years of work experience in workforce management and MIS in contact centre operations. A Senior specialist role may be considered depending on your working experience.
• Bachelor’s degree in business administration, MIS, Engineering, Computer Science, Operations Research or related discipline.

Compensation Package

• Competitive Basic Salary
• Two-months guaranteed year-end bonus
• Performance based bonuses
• USD 3,000 Tuition Assistance for your personal development
• Medical check-up, vision care, and dental benefits
• Insurance Outpatient and Specialist Coverage (may include dependents)
• Employee reduced rate shipping
• Employee assistance programs for your physical and mental wellbeing

To maximize your chances of getting shortlisted with us, please indicate your expected basic salary and notice period in your CV during your application!

FedEx is built on a philosophy that puts people first. We are an equal opportunity employer committed to a diverse, equitable, and inclusive workforce. All qualified applicants will receive consideration regardless of age, race, gender, or other protected characteristics.

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

The People-Service-Profit philosophy (P-S-P) guides all our decisions, emphasizing care for our people, delivering exceptional service, and reinvesting profits into our workforce and business growth.

Our culture, rooted in our values and behaviors, is a key differentiator that fosters innovation, teamwork, and excellence in service worldwide.