Customer Service Project Engineer: CX & Ops Innovation

FedEx Freight, Inc.; Southwind (TN); Hybrid; USD 70,000 - 110,000; Full time

Job summary

FedEx Freight, Inc. is seeking a Cust Svc Project Engineer to support center-level reviews, analyze performance against targets, and revise productivity standards for changes in product, service, or technology.

The role emphasizes time and methods development in customer contact departments and cross-functional collaboration. The position requires engineering expertise, strong analytical abilities, and the ability to develop and implement standards across call center networks.

Qualifications

• Bachelor's degree in industrial engineering or related engineering discipline.
• Five (5) years' professional experience 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 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 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 applicable to call center environments.
• Surveys related to industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, including number positions, locations, and size.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

Skills

Analytical skills

Computer skills

Communication skills

Education

Bachelor's degree in industrial engineering or related engineering

Job description

FedEx Freight, Inc. is seeking a Cust Svc Project Engineer to support center-level reviews, analyze performance against targets, and revise productivity standards for changes in product, service, or technology.

The role emphasizes time and methods development in customer contact departments and cross-functional collaboration. The position requires engineering expertise, strong analytical abilities, and the ability to develop and implement standards across call center networks.