Customer Service Process Engineer — Call Center Ops

FedEx Freight; Harrison (AR); On-site; USD 90,000 - 120,000; Full time

Job summary

FedEx Freight is seeking a Customer Service Project Engineer to support planning center reviews, analyze operating performance, and revise productivity targets amid product, service, or technology changes. The role includes time-and-method studies to establish standards for customer contact departments and requires proximity to Harrison, AR, or Memphis, TN locations.

The position emphasizes developing call center procedures, ergonomic layouts, and workforce optimization while ensuring compliance

Qualifications

• 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.

Responsibilities

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develops long range facility requirements using workload forecast and productivity guidelines.
• 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 call center facility layouts using ergonomic standards.
• Analyzes staffing schedules and recommends changes to protect productivity and service.

Skills

Analytical skills

Communication skills

Project planning

Engineering knowledge

Education

Bachelor's degree in industrial engineering

Job description

FedEx Freight is seeking a Customer Service Project Engineer to support planning center reviews, analyze operating performance, and revise productivity targets amid product, service, or technology changes. The role includes time-and-method studies to establish standards for customer contact departments and requires proximity to Harrison, AR, or Memphis, TN locations.

The position emphasizes developing call center procedures, ergonomic layouts, and workforce optimization while ensuring compliance