Manager Workforce Management

Join Our Team at FedEx Express Position: Workforce Management Manager – Contact Center (In-House Staff) Location: Cuautitlán Izcalli | On-site position (initially) About FedEx Express FedEx Express is a global leader in logistics and a certified Great Place to Work , known for its commitment to excellence, innovation, and employee development. Role Overview We are looking for a highly skilled Workforce Management Manager to lead WFM operations within our in-house contact center. This role is critical to ensuring optimal staffing, operational efficiency, and a superior customer experience. Key Responsibilities: Demand forecasting and workforce planning Shift and schedule management Recruitment and selection of contact center staff Performance management and efficiency control Absenteeism and attrition monitoring Capacity planning and resource optimization KPI and metrics analysis Cross-functional communication and coordination Team leadership and personnel management Requirements Bachelor’s degree in engineering Advanced English proficiency (Bilingual) Minimum 4 years of managerial experience in Workforce Management At least 4 years of WFM experience with in-house teams Strong skills in data analysis, planning, and trend forecasting Advanced proficiency in Power BI Familiarity with Five9, Cisco, and Verint Key Competencies Strategic planning Analytical thinking Effective communication Customer service orientation Time management Conflict resolution Ready to take the next step in your career with a world-class logistics company? Apply now and be part of something extraordinary.

Creado: Jue, 01 de Ene de 1970