POSITION OVERVIEW

\nThe Cust Svc Project Engineer 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. Customer Service Project Engineer role also conducts time and methods development studies to establish standards for customer contact departments.

ESSENTIAL FUNCTIONS

Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.\nDevelop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.\nDevelops procedures and work standards for call center network operations.\nProvides productivity analysis and reports for all customer service activity.\nDevelops and implements work standards and processes for other departments answering customer calls.\nDesigns and develops of call center facility layouts using ergonomic standards.\nAnalyzes network staffing scheduling plan in comparison to workload and call volume and makes recommendations for changes to ensure productivity and service are protected.\nAssists in training/support of coworkers.\nResearches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.\nSurveys related to industry practices/standards, benchmarking to determine plans.\nDevelops long range facility requirements for call center operations, to include number positions, locations, and size.\nComply with all applicable laws/regulations, as well as company policies/procedures.\nPerform other duties as assigned

Disclaimer:

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, essential functions and qualifications required of employees assigned to the job.

QUALIFICATIONS

Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.\nFive (5) years' professional experience in engineering, planning or standards development for operations.\nDemonstrated knowledge in engineering, planning or standards development for operations.\nStrong analytical skills.\nComputer skills.\nCommunication skills.\n

JOB CONDITIONS

\nSome travel required

Preferred Skills/Knowledge:

Design end-to-end customer problem resolution processes within a contact center environment.

Define and optimize multi-channel support processes (Telephony, IVR, Email, Chat, Self-Service) within Salesforce.
Create reports and dashboards that translate business needs and KPIs into actionable insights in Salesforce.
Facilitate cross-functional alignment around the customer journey, ensuring designs reflect customer needs and experiences.
Drive operational improvements through innovative solutions and emerging technologies, including AI/GenAI.

EST FedEx Freight, Inc FedEx Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please e-mail at ADAAssistance@fedexfreight.com. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish 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