Cust Svc Project Engineer

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 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.

• Support the Customer Experience Desktop (CED) digital product as a Product Owner/SME.
• Product Owner experience.
• Experience gathering and prioritizing business requirements and defining user stories and acceptance criteria.
• Ability to support Agile delivery, including UAT, production checkout, release validation, and post-production support.
• Understanding of product management practices to develop product vision and strategic roadmaps.
• Understanding of customer-driven design and Quality driven methodologies.
• Strong communication, collaboration, and stakeholder management skills.
• AI and automation experience a plus.
• Salesforce Service Cloud knowledge requested; email or telephony background a plus.

Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.

Five (5) years professional experience in engineering, planning or standards development for operations.

Demonstrated knowledge in engineering, planning or standards development for operations.

Strong analytical skills.

Computer skills.

Communication skills.

Some travel required.

This position may be located anywhere within the US excluding AK, HI and US territories. Depending on your location, you may be required to work at a Fed Ex Campus several times per week.

E27

$7488.36- $12,355.79 nationwide

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

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