Customer Service Project Engineer - Contact Center Ops

FedEx; Collierville (TN); Hybride; USD 90 000 - 120 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Agile/Scrum

Project management

Business process analysis

Data analysis

Stakeholder management

CI/TDD

Formation

Bachelor’s degree in industrial engineering or related engineering

Master’s degree in industrial engineering or related engineering

Description du poste

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,