Manager Resource Planning and Performance Analysis

Manager

Manager leads the team who manages and schedules our CE workforce and is responsible for operating the network efficiently.

To plan, organize, direct and control the operations planning necessary to manage the Customer Experience operation networks to achieve service level and budgetary goals, including resource planning, network scheduling, load balancing, intra-day operations and contingency planning. Provide reporting and analysis on operations performance and tactical issues to support executive-level decision making for call centers.

Skills/Knowledge Considered a Plus:

• Experience with Workforce Management methodologies including forecasting and scheduling activities
• Experience with Workforce Management software including Verint
• Strong leadership skills with experience engaging with business partners on a global scale

Minimum Qualifications:

• Bachelor's degree or equivalent.
• Five (5) years professional experience in an automated call center operations including one (1) year in operational planning or workforce management.
• Knowledge of automatic call distribution (ACD) and telecommunications operations.
• Knowledge of computerized systems and manpower scheduling.
• Strong basic management, human relations, communications, negotiations and analytical skills.
• Directly related advanced degrees may offset experience requirements.
• Directly related experience may offset degree requirements.

Domicile:

Collierville, TN (Suburb of Memphis)

The ability to work remotely within the United States may be available based on business need.

Relocation/Sponsorship:

Relocation assistance may be considered based upon business needs.

Sponsorship may or may not be available.

Additional Information: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by close of business (5:00pm CST) on the date below. If the date below is blank, there is no specified closing date for this requisition.

FedEx inspires its more than 570,000 team members to remain focused on safety, the highest ethical and professional standards and the needs of their customers and communities. FedEx is committed to connecting people and possibilities around the world responsibly and resourcefully, with a goal to achieve carbon-neutral operations by 2040.

FedEx Services is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, genetics disability, or protected Veteran status.

FedEx Services does not discriminate against qualified individuals with disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. Further, FedEx Services is prepared to make reasonable accommodations for the known physical or mental limitations of an otherwise qualified applicant or employee to enable the applicant or employee to be considered for the desired position, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If a reasonable accommodation is needed, please contact recruitmentsupport@fedex.com.