Workforce Management Administrator

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

29-Oct-2026

Job Family

FXE-MEISA: Workforce Management Administrator

Position Summary

Grade 7

What you will do

As a vital member of FedEx’s Workforce Management core team in the APAC & MEISA region (AMEA), you will play a key role in driving operational excellence and analytics. Reporting to the WFM Manager, your focus will be on enhancing Customer Experience (CE) insights, supporting strategic planning, and optimizing Contact Center operations across AMEA markets.

Your responsibilities include overseeing CE Operation Workforce Management (Capacity Planning, Scheduling & RTA)

• Drive short-, mid- and long-term forecasting, capacity planning, and mitigation plans for capacity gaps, provide tactical and strategic support to match supply-demand as produce what-ifs scenarios to support decision making with a Service and P&L mindset.
• Manage AMEA locations scheduling, real-time floor management as well as short-term changes to ensure smooth service delivery for multi-channels.
• Coordinates with operation managers for scheduling needs and opportunities review
• Administrating the WFM tool and coordinating changes with all Customer Experience stakeholders.
• 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.
• Responsible for AMEA Customer Experience Business Planning model. Performs any other related duties as required or assigned. Responsible for the coordination and execution of forecasting/capacity plan meetings. Lead monthly forecasting meetings with Customer Experience Operations Managers.
• Build a strong partnership with the different stakeholders: Partner with business users to understand their business needs, formulate and complete end-to-end analysis and effectively manage the relationship.
• Lead and collaborate for high impact cross-functional projects and initiatives.
• Ensures ongoing compliance with defined FedEx processes and procedures, relevant legislation and external regulations, and predefined agreements. Includes review of policies or standards to ensure compliance or design of new policies/standards if appropriate.
• Engage in overall business strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness.
• Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed. Provide upper management with hypotheses and recommendations related to the findings in the data.
• Provide task direction and support to WFM Analysts and/or BI Analysts.
• Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

You will be a great fit if you

• Bachelor’s degree in Engineering , Mathematics, Actuarial Science or any equivalents.
• At least 3 years of hands-on experience in call center workforce management preferably with a global or regional command center set up, supporting large-scale operation.
• Demonstrate strong understanding for Call Center Operations i.e structure, workflow, and procedures.
• Proficient in the use of WFM tools such as Verint and other WFM systems.
• Proficient in Contact center telephony call routing and reporting.
• Solid working experience in advanced Excel and Power BI, including the ability to utilize advanced features for data analysis, reporting, and visualization.
• Visualization & Data Modelling, Descriptive & Prescriptive Analysis, and Insights Generation
• Good verbal, written, analytical, and interpersonal communication skills, including business presentation and persuasive skills.
• Demonstrated flexibility and self-motivation, with a proven ability to thrive in a dynamic environment. Capable of efficiently managing multiple projects simultaneously, ensuring timely and successful delivery.

Written & Verbal Communication Skills; Interpersonal Skills; Microsoft Office & PC Skills; Team Working Skills; Accuracy & Attention to Detail