Manager Customer Experience Workforce Management & Business Intelligence

Workforce Management; Forecasting & Planning (Translating the Business Plan); Forecast Accuracy & Variation Impact Analysis; KPI & Target Setting; Traffic Management; Scheduling (Shift Management); Performance & Scorecard Reporting; Tool Configuration & Selection; Data Science & Insights; Business Planning; Tracking & Analysis; Performance Trend Analysis & Recommendation; Daily/ Weekly Service Monitoring; Forecast & scheduling execution, Real-time analysis, * As the Manager, Workforce Management, you lead a team of Specialists, Schedulers and Real-time Analysts supporting operations through the delivery of key initiatives focused on proactive planning and resource optimization, key application governance & system administration support, delivery of strategic WFM projects across multiple clients and verticals.

• The Workforce Management team drives solutions and strategies that maximize efficiency and maintain employee and customer satisfaction.
• In close partnership with the Customer Experience Operations teams you will leverage your subject matter expertise in metrics, reporting and data analysis to determine the best use of time, people, and systems to meet the business needs of today and tomorrow.
• Serve as a subject matter expert for the Workforce Management discipline and related technologies, while acting as a trusted advisor in support of a highly dynamic, complex multi-channel environment with various types and levels of staffing.
• Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per call, cost per incident, and other data relative to contact center performance.
• Lead training of new and ongoing development of existing WFM staff and educate end users and stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.
• Responsible for AMEA CE Business Planning model. Provide recommendations to leadership and influence outcomes that will support our long-term capacity and workload budgeting plans.
• Understand processes and aggregate, manipulate, and analyse data to produce accurate, insightful, and contextual reports to leadership that convey trends to inform business decisions.
• Support a wide variety of tasks and requests from end users and stakeholders including schedule change/move requests, staff movement, and WFM software administration.
• Engage in overall CE strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness.
• Oversee the construction of new and maintenance of existing long-term models, short-term forecasts, and ad-hoc modelling to inform staffing, budgeting, workload distribution, strategic and tactical leadership decisions, and support achievement of service objectives.

• BA/BS degree in Mathematics, Economics, Computer Science, Information Management, Statistics, Business Analytics or Business Information Systems
• 10 years’ experience in regional WFM planning and execution, familiar with WFM system either in Verint i360, eWFM Aspect, or NICE WFM.
• Detailed understanding of contact center metrics and relational impacts
• Technical understanding and experience with call center tools, telephony systems and contact management center systems (Cisco IPCC, Workforce Management system)
• Advanced verbal and written communication skills with a customer service focus and ability to use data visualization, storytelling skills, Workforce Management principles, and emotional intelligence to influence leadership and contribute to a team environment.
• Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.
• Excellent ability to analyse information and think systematically.

Only shortlisted candidates will be contacted.

Analytical Skills; Influencing & Persuasion Skills; Leadership Skills; Presentation Skills; Project Management Skills

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone., FedEx is one of the world’s largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by “Fortune” magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.