MY00214 Customer Experience Planning & Engineering Spec / Spec Sr

FedEx

Full Time Business Operations Specialists
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Location
Petaling Jaya, Selangor, Malaysia
Posted
June 29, 2026

Job Description

This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.

  • 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 p...

    • Job Details

    • Job Type
      Full Time
    • Category
      Business Operations Specialists
    • Date Posted
      June 29, 2026
    • Application Deadline
      August 08, 2026