MY00214 Customer Experience Planning & Engineering Spec / Spec Sr

FedEx · Petaling Jaya, Selangor, Malaysia

Location

Petaling Jaya

Job Type

Full Time

Posted

June 24, 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 performa...
        

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