Customer Service Project Engineer

FedEx; Collierville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

FedEx Logistics is seeking a Project Engineer - Cust Svc to support planning reviews and performance analysis, driving productivity improvements across call center operations. You will develop standards, procedures, and ergonomic layouts for global customer service processes, while collaborating with stakeholders to optimize staffing and scheduling.

The role requires a bachelor’s (industrial engineering or related) with several years of engineering experience, plus familiarity with Agile/Scrum,

Qualifications

• Bachelor’s degree or equivalent in industrial engineering or related engineering discipline plus 5 years of professional experience in engineering, planning or standards development for operations.
• Master’s degree in industrial engineering or related discipline plus 3 years of professional experience in engineering, planning or standards development for operations.
• Experience with Agile/Scrum methodology; Project management; Business process analysis and workflow development; Data analysis and reporting; Stakeholder management and software requirements gathering; Continuous Integration (CI) environments and Test-Driven Development (TDD) practices.
• Strong analytical skills, communication skills, and computer skills.
• Some travel required; hybrid work arrangement in Collierville, TN within a 50-mile radius.

Responsibilities

• Assist in planning center-level reviews and analyze operating performance against targets.
• Develop productivity target revisions due to product, service, or technology changes.
• Conduct time and methods development studies to establish standards for customer contact departments.
• Develop call center procedures, workflows, and work measurements affecting customer service worldwide.
• Develop long-range facility requirements using workload forecasts and productivity guidelines.
• Design and develop call center facility layouts using ergonomic standards.
• Analyze staffing and scheduling plans and recommend changes to protect productivity and service.

Skills

Agile/Scrum

Project management

Business process analysis

Data analysis

Stakeholder management

CI/TDD

Education

Bachelor’s degree in industrial engineering or related engineering

Master’s degree in industrial engineering or related engineering

Job description

The Project Engineer - Cust Svc position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. The Project Engineer - Cust Svc role also conducts time and methods development studies to establish standards for customer contact departments. 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 insure 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 industry practices/standards, benchmarking to determine plans. Develops long range facility requirements for call center operations, to include number positions, locations, and size. Perform other duties as assigned.

Requirements

Bachelor’s degree or equivalent* in industrial engineering or related engineering discipline plus 5 years of professional experience in engineering, planning or standards development for operations. As an equivalent alternative, the employer will alternatively accept a Master’s degree in industrial engineering or related engineering discipline plus 3 years of professional experience in engineering, planning or standards development for operations. The position requires experience with: Agile/Scrum methodology; Project management; Business process analysis and workflow development; Data analysis and reporting; Stakeholder management and software requirements gathering; Continuous Integration (CI) environments and Test-Driven Development (TDD) practices. Demonstrated knowledge in engineering, planning or standards development for operations. Strong analytical skills. Computer skills. Communication skills. *Employer will accept one (1) year of directly related experience in lieu of one (1) year of education. Some travel required, for conferences and occasional working sessions (Does not require attendance in person, can be attended remotely.) This position will be hybrid in Collierville, TN and candidates must live withina 50-mile radius. This position is hybrid, meaning that employees will be required to work at a FedEx office location up to several times per week.

EEO Statement

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact [e-mail].

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)