Customer Service Process Engineer — Call Center Ops

FedEx Freight; Southwind (TN); On-site; USD 85,000 - 120,000; Full time

Job summary

FedEx Freight is seeking a Cust Svc Project Engineer to assist in planning center-level reviews and analyze operating performance against targets. The role includes developing productivity targets due to product, service, or technology changes and performing time and methods studies for customer contact departments.

The position requires a bachelor's degree in industrial engineering or related discipline, five years of relevant experience, and strong analytical, computer, and communication

Qualifications

• Bachelor's degree in industrial engineering or related 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.
• 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 ensure 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 to industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, to include number positions, locations, and size.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

Skills

Strong analytical skills

Computer skills

Communication skills

Education

Bachelor's degree in industrial engineering or related engineering discipline

Job description

FedEx Freight is seeking a Cust Svc Project Engineer to assist in planning center-level reviews and analyze operating performance against targets. The role includes developing productivity targets due to product, service, or technology changes and performing time and methods studies for customer contact departments.

The position requires a bachelor's degree in industrial engineering or related discipline, five years of relevant experience, and strong analytical, computer, and communication