Forecast contact volumes across voice, chat, email and digital channels; create and maintain agent schedules; monitor real-time adherence and make intraday adjustments; perform capacity planning and staffing analysis; maintain WFM tools and produce performance reports; collaborate with operations, training, and vendors to support workforce planning and cross-functional projects.
At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work. Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. FedEx is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce.
What can you expect as a FedEx team member?
- Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
- Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
- Key Responsibilities
- Develop short- and long-term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)
- Create and maintain agent schedules to match demand and staffing constraints
- Monitor real-time adherence, occupancy, service level, shrinkage and make intra-day adjustments to handle spikes, outages and absenteeism
- Perform capacity planning and staffing analysis
- Analyze operational data and CE Operations performance indicators to support strategic decision-making
- Collaborate with operations, training, P&E team on workforce planning and scheduling to support business needs
- Maintain WFM tools (Verint, Genesys, PowerBI and etc)
- Produce regular performance reports and insights
- Requirements
- 3–5 years of WFM or contact centre experience with multi-channel management
- Strong analytical and Excel skills (pivot tables, formulas, modelling)
- Experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, PoweBI)
- Knowledge of Erlang/C or staffing models
- Strong communication and stakeholder management skills
- Experience in vendor management
- Excellent Presentation skills and EXCEL/ BI skills
- Experience in leading cross functions projects
Job Posting End Date:
2026-08-05FedEx Chicago, Illinois, USA Office
Chicago, United States, 0
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