Customer Experience Planning & Engineering Specialist – Senior

FedEx

Customer Experience Planning & Engineering Specialist forecasting call center volume using historical data and trends. Responsible for staffing, scheduling, and performance analysis in dynamic environments.

Posted 7/30/2026full-timeGuangzhou • 🇨🇳 ChinaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including volume forecasting, capacity planning, and real-time performance monitoring. Proficient in utilizing WFM tools and analytical skills to drive strategic decision-making and optimize staffing solutions.

Highest-signal resume keywords

Workforce Management (WFM)Volume ForecastingAnalytical SkillsWFM Platforms (NICE IEX, Verint, Genesys, PowerBI)Stakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Volume ForecastingCapacity PlanningExcel (Pivot Tables, Formulas, Modelling)Erlang/C KnowledgePerformance Analysis

Soft Skills

Strong CommunicationPresentation SkillsVendor Management

Tools & Technologies

VerintGenesysPowerBINICE IEX

Industry Keywords

Contact Centre ExperienceMulti-Channel ManagementOperational Data AnalysisWorkforce PlanningCross-Functional Project Leadership

Tech Stack

Tools & technologies

Erlang

About the role

Key responsibilities & impact

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 performance reports and insights

Requirements

What you’ll need

3–5 years of WFM or contact centre experience with multi-channel management
Strong analytical and Excel skills (pivot tables, formulas, modelling)
Experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, PoweBI)
Knowledge of Erlang/C or staffing models
Strong communication and stakeholder management skills
Experience in vendor management
Excellent Presentation skills and EXCEL/ BI skills
Experience in leading cross functions projects

Benefits

Comp & perks

Competitive benefits package
Opportunities for flexible work arrangements
Programs to support well-being