Customer Experience, Planning & Engineering Specialist

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.

Customer Experience, Planning & Engineering Specialist

Join our dynamic and fast-paced team as a Customer Experience, Planning & Engineering Specialist, where you’ll play a vital role in optimizing staffing, scheduling, and real-time operations across the APAC region. This is an exciting opportunity for individuals who thrive in high-impact roles and want to shape operational efficiency on a regional scale.

This role is based at Uptown 5 Damansara, Malaysia, and reports to the Customer Experience, Planning & Engineering Manager in Hong Kong.

Role And Responsibilities:

• Lead workforce management initiatives including forecasting, roster planning, and scheduling to ensure optimal staffing levels across APAC Customer Experience (CE) Operations.
• Manage real-time staffing adjustments, schedule changes, and task assignments in response to evolving business demands, with the objective of achieving workforce management success.
• Monitor and drive performance against key WFM metrics (e.g., AHT, Service Level, Occupancy), identifying trends and recommending continuous improvements.
• Serve as the Command Center Lead for APAC, overseeing regional call traffic and ensuring service continuity.
• Collaborate with cross-functional stakeholders and management teams to review staffing strategies and identify optimization opportunities.
• Analyze operational data and CE Operations performance indicators to support strategic decision-making.
• Participate in rotating shifts, including coverage on public holidays and support for various time zones across APAC.

Skills Required

• Strong Problem-Solving Skills

• Accuracy and attention to detail

• Project Management Methodologies

• Logical and analytical skills

Requirements

• Two (2) to five (5) years of work experience in workforce management and MIS experience in contact centre operations. A Senior specialist role may be considered depending on your working experience.
• Bachelor’s degree in business administration, MIS, Engineering, Computer Science, Operations Research or related discipline.

Compensation Package

• Competitive Basic Salary

• Two-months guaranteed year-end bonus

• Performance Based Bonuses

• USD 3,000 Tuition Assistance for your personal development
• Medical check-up, vision care, and dental benefits
• Insurance Outpatient and Specialist Coverage (may include dependents)
• Employee reduced rate shipping
• Employee assistance programs for your physical and mental wellbeing

To maximize your chances of getting shortlisted with us, we would appreciate if you could indicate your expected basic salary and notice period in your CV during your application!

Job Posting End Date:

2025-08-31