Manager Customer Experience Workforce Management & Business Intelligence

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.

" Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date"

Company

INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.

City

Gurugram

Scheduled Weekly Hours

45

Worker Type

Regular

Posting Start Date

28-Jul-2026

Posting Close Date

27-Aug-2026

Job Family

FXE-MEISA: Manager CE Workforce Management & Business Intelligence

Position Summary

Grade 14

Job Description

• As the Manager, Workforce Management, you lead a team of Specialists, Schedulers and Real-time Analysts supporting operations through the delivery of key initiatives focused on proactive planning and resource optimization, key application governance & system administration support, delivery of strategic WFM projects across multiple clients and verticals.
• The Workforce Management team drives solutions and strategies that maximize efficiency and maintain employee and customer satisfaction.
• In close partnership with the Customer Experience Operations teams you will leverage your subject matter expertise in metrics, reporting and data analysis to determine the best use of time, people, and systems to meet the business needs of today and tomorrow.
• Serve as a subject matter expert for the Workforce Management discipline and related technologies, while acting as a trusted advisor in support of a highly dynamic, complex multi-channel environment with various types and levels of staffing.
• Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per call, cost per incident, and other data relative to contact center performance.
• Lead training of new and ongoing development of existing WFM staff and educate end users and stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.
• Responsible for AMEA CE Business Planning model. Provide recommendations to leadership and influence outcomes that will support our long-term capacity and workload budgeting plans.
• Understand processes and aggregate, manipulate, and analyse data to produce accurate, insightful, and contextual reports to leadership that convey trends to inform business decisions.
• Support a wide variety of tasks and requests from end users and stakeholders including schedule change/move requests, staff movement, and WFM software administration.
• Engage in overall CE strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness .
• Oversee the construction of new and maintenance of existing long-term models, short-term forecasts, and ad-hoc modelling to inform staffing, budgeting, workload distribution, strategic and tactical leadership decisions, and support achievement of service objectives.

Job Requirement

• BA/BS degree in Mathematics, Economics, Computer Science, Information Management, Statistics, Business Analytics or Business Information Systems
• 10 years’ experience in regional WFM planning and execution, familiar with WFM system either in Verint i360, eWFM Aspect, or NICE WFM.
• 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 verbal and written communication skills with a customer service focus and ability to use data visualization, storytelling skills, Workforce Management principles, and emotional intelligence to influence leadership and contribute to a team environment.
• Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.
• Excellent ability to analyse information and think systematically.

• Only shortlisted candidates will be contacted.
• Analytical Skills; Influencing & Persuasion Skills; Leadership Skills; Presentation Skills; Project
• Management Skills