Project Engineer Customer Service
FedEx Services - Memphis, TN

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Overview:
Each day, the 275,000 employees of FedEx Corporation are responsible for delivering over 6 million shipments to more than 220 countries and territories around the world! Because of our "absolutely, positively" spirit and commitment to excellence, FedEx was recently included in:

FORTUNE magazine’s 2010 "100 Best Companies to Work for in America"
Black Enterprise magazine’s "40 Best Companies for Diversity".

As a global enterprise, all FedEx Companies embrace and reflect the diversity of the communities where we live and serve. Our culture fosters and promotes an environment where a person's performance is what counts. It is not surprising that over the years FedEx has been consistently recognized within the global business circles for leadership, workplace environment and contribution to technological and economic advancements.
Bring your talent and join us in continuing to make every FedEx customer experience outstanding!

As a part of the FedEx team you will be an integral component of an organization that recognizes and rewards the contributions of its employees by providing:

¨ a dynamic work environment with a wide range of career options
¨ competitive salary and bonus opportunities
¨ work-life balance and generous benefits

Want to learn more about how FedEx continues to deliver for our employees, our customers and our shareholders? Want to be a part of it?

First step.....apply today!

Position Information:
General Summary

To plan and conduct center level reviews, to include analysis of operating performance against established targets. To develop and present productivity target revisions resulting from changes in product, services or technology advances. Conduct time study and methods development study of operations to provide established standards (rates for all work elements and tasks) for all customer contact departments. Design and development of call center facility layouts using ergonomic standards. Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.

Develops call center procedures, work flow processes and work measurement indices impacting customer service worldwide.
Designs and develops call center facility layouts in relation to ergonomic standards.
Develops long range facility requirements for call center operations, to include number positions, locations, and size.
Develops and implements work standards and processes for other departments answering customer calls.
Provides productivity analysis and reports for all customer service activity.
Develops procedures and work standards for call center network operations.
Analyzes network staffing scheduling plan in comparison to workload and call volume, and makes recommendations for changes to insure productivity and service are protected.
Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments; surveys related industry practices/standards, benchmarking to determine plans.
Assists in training/support of coworkers. 
Relocation is not available

Qualifications:
Bachelor's degree in industrial engineering or related engineering discipline.
Experience in engineering, planning or standards development for operations preferred.
Strong analytical, computer and communication skills.
Travel required.

FedEx Services - 2 years ago - save job - copy to clipboard - block
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About this company
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FedEx Corporation (FedEx)provides a portfolio of transportation, e-commerce and business services through companies that compete...