What are the responsibilities and job description for the Customer Service Project Engineer position at Federal Express Corporation?
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 within a 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 recruitmentsupport@fedex.com.
Applicants have rights under Federal Employment Laws:
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:
- E-Verify Notice (bilingual)
- Right to Work Notice (English) / (Spanish)