Job Description

:

Regional daily uplift escalation request administration and prioritization, Rewards & recognition design, Support analysis for Point of Failure in PCC, Automation & digital tools issue resolution, Continuous improvement in training framework, Design training framework (e.g. content, development needs, learning journey, etc.), Knowledge Management & Communications design and implementation, Performance & Process Excellence, Quality Assurance & Support, Quality Management Program, Performance & Scorecard Reporting, Performance Trend Analysis & Recommendation, Business Case development, Project prioritization, IT Tool Selection & Configuration, Technology transformation & escalation support, Tool Configuration & Selection, Customer data governance & insight, Daily/ Weekly Service Monitoring, Data Science & Insights, Forecast & scheduling execution, Forecast Accuracy & Variation Impact Analysis, Real-time analysis, Workforce Management, Business Intelligence & Analytics, Consolidate and prioritize daily uplift escalation request support and escalate to CEPE if needed, Crisis & Contingency Support, Customer value proposition design & governance, Design and implementation of PPP & rewards matrix, Execution of PCC rewards & recognition, Forecasting & Planning (Translating the Business Plan), Initiate QDM projects on local issue resolution, In-market analysis, KPI & Target Setting, Local market/Sub-regional support & cross-function coordination, Local stakeholder management, Process & Policy improvement, Project Portfolio maintenance & demand management, Regional project implementation in local, Root cause analysis & continuous improvement, Sub-regional alignment with Sales on PCC customer enrolment / delisting, Support Internal & External Audits, Support Level 1 backend infrastructure, Support SOP development & best practices sharing, Support stakeholder and local process alignment for continuous improvement initiatives, Support UAT, Tracking & Analysis, Traffic Management

Education: Bachelor\'s degree in Business Administration, MIS, Engineering, Computer Science, Operations Research or related discipline
Experience: Five (5) years of work experience in workforce management and MIS experience in contact centre operations

At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world\'s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work. Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. FedEx is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce.

What can you expect as a FedEx team member?

• Career Mobility and Development: When you join FedEx, you\xe2\x80\x99re joining a team with possibilities that literally span the world\xe2\x80\x94from opportunities for advancement and location transfer, to training and leadership programs.
• Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

FedEx