Plans, directs, organizes, and controls the activities of the Employee Solutions Contact Center in the handling of domestic and international customer inquiries, resolving calls and cases both accurately and timely while providing exceptional customer service. This includes direction and oversight of the monitoring of defined performance and service level metrics and the subsequent reporting to key business partners.
Essential Functions
Represents the department to senior management.
Selects, develops, and motivates a team of managers responsible for Contact Center operations and the Planning and Reporting team; assists in the administration of an annual operating budget
Designs/develops an effective communication system between contact center and areas of support to ensure maximum service to employees
Oversees customer satisfaction by monitoring key service indicators, producing quarterly status update to internal business partners
Ensures collection and analysis of problems and/or issues that require corrective actions
Provides support for and participates in the design, development, implementation and follow-up of projects related to the Employee Solutions Contact Center.
Perform other duties as assigned.
Minimum Education
Bachelors' degree/equivalent in quantitative discipline.
Minimum Experience
Five (5) years related business experience including four (4) years customer service/contact center experience in an automated call center environment.
Knowledge, Skills, and Abilities
Knowledge of features of service including customer service systems, staff scheduling and performance metrics.
Strong basic management, analytical, human relations, and communications skills.
Preferred Qualifications: Experience in the following: • Vision and Strategy Planning • Business Partner Management/Engagement • Coaching/People Development • Effective Communication Skills • Solutions Based Thinking • Change Management Skills
Pay Transparency:
Pay:
Additional Details: This position will be hybrid in Collierville, TN. Candidates must live within a 50-mile radius as employees will be required to work at a FedEx Campus location several times per week.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 recruitmentsupport@fedex.com .
Applicants have rights under Federal Employment Laws:
Equal Employment Opportunity is the Law
EEO is the Law Supplement
Pay Transparency Policy
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:
