Job Description

Regional daily uplift escalation request administration and prioritization, Rewards & recognition design, Support analysis for Point of Failure in PCC, Automation & digital tools issue resolution, Continuous improvement in training framework, Design training framework (e.g. content, development needs, learning journey, etc.), Knowledge Management & Communications design and implementation, Performance & Process Excellence, Quality Assurance & Support, Quality Management Program, Performance & Scorecard Reporting, Performance Trend Analysis & Recommendation, Business Case development, Project prioritization, IT Tool Selection & Configuration, Technology transformation & escalation support, Tool Configuration & Selection, Customer data governance & insight, Daily/ Weekly Service Monitoring, Data Science & Insights, Forecast & scheduling execution, Forecast Accuracy & Variation Impact Analysis, Real-time analysis, Workforce Management, Business Intelligence & Analytics, Consolidate and prioritize daily uplift escalation request support and escalate to CEPE if needed, Crisis & Contingency Support, Customer value proposition design & governance, Design and implementation of PPP & rewards matrix, Execution of PCC rewards & recognition, Forecasting & Planning (Translating the Business Plan), Initiate QDM projects on local issue resolution, In-market analysis, KPI & Target Setting, Local market/Sub-regional support & cross-function coordination, Local stakeholder management, Process & Policy improvement, Project Portfolio maintenance & demand management, Regional project implementation in local, Root cause analysis & continuous improvement, Sub-regional alignment with Sales on PCC customer enrolment / delisting, Support Internal & External Audits, Support Level 1 backend infrastructure, Support SOP development & best practices sharing, Support stakeholder and local process alignment for continuous improvement initiatives, Support UAT, Tracking & Analysis, Traffic Management

Key Responsibilities

The ideal candidate must have good understanding of technology, cloud data management and data sciences within a fast moving, large scale, and agile environment. The person must have strong capability in analytical concepts including, but not limited to, data mining, data engineering, data quality, machine learning, mathematical modelling, and predictive modelling. A broad analytical application skill with a variety of platforms, background in mathematics and statistical analysis is highly desirable and experience in Contact center systems and data definitions will be an advantage.

Provides technical expertise and delivers analysis, interpretation, and application of complex information in order to influence optimal business decisions. Stakeholder Engagement: Participate with added value in meetings and engagements with key stakeholders (e.g., CE Managers, CE P&E analysts, and a wider CE services team).

What You'll Need to Succeed:

Proven working knowledge of large and complex dataset governance, data engineering, specialized in Oracle SQL Developer, MS SQL Management Studio. Technical expertise regarding data models, database design development, data mining and segmentation techniques. Strong knowledge of and experience with reporting packages (Business Objects etc), databases (SQL etc), programming (XML, JavaScript, or ETL frameworks). Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc). Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. Have a good understanding of Contact Centre concepts and metrics including Contact centre efficiency and productivity metrics as well as customer service levels. Excellent written and verbal English communication skills, able to work with various levels in the organization. Able to present business insights in a structured, data-driven manner, and simplifying complex concepts for non-technical public.

Vendor Engagement / Management

Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements. Manage vendor expectation on requirements, delivery timelines and quality of work. Work with divisional teams to perform on-boarding of vendors. Uphold integrity in treating vendors fairly and in accordance with FedEx policies.

Education

BA/BS degree in Mathematics, Economics, Computer Science, Information Management, Statistics, Business Analytics or Business Information Systems.

Minimum Requirement

At least 5 years of experience in data and reporting including data governance, data science, data maturity, BI reporting and data analysis. 5 years of data engineering experience, specialized in Oracle SQL Developer, MS SQL Management Studio. 2 years of Power BI dashboard development, have experience in data science analysis. Cloud-based solution architecture experience (AWS/Azure/GCP), Azure is preferred. Strong experience and passion in identifying trends, solving problems and recommend business priorities via Business Modeling to develop robust business solutions. 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 Excel (formulas, Pivot Tables, Charting/Visualizations, Reporting, and Dashboard building, and VBA).

It is advantage if you have:

Good technical exposure to R programming, Python, SQL (simple and complex queries), BI tool, Predictive Modeling, Data Visualization tool, Big Data frameworks (Hadoop, Hive, Vertica, or similar). Knowledge of statistics and experience using statistical packages for analyzing datasets and Data Modeling (ETL, SPSS, SAS, R, Python).

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.


All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

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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

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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.

Our Culture

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Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.