Description
This opportunity is for a Grade 9 position and is specifically aligned to a permanent night shift role. To effectively manage a team, including managers within assigned departments and/or locations. Ensures that department and/or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensure that all activities are in line with company goals and regulatory requirements. Responsibilities may be within country or across numerous countries.
What you will do
- Lead a team of calling agents handling US shipper interactions, ensuring high-quality customer service across all touchpoints.
- Monitor and drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
- Provide real-time support to agents on calls, guiding them through queries, complaints, and complex scenarios.
- Conduct regular call audits, feedback sessions, and coaching to improve individual and team performance.
- Handle customer escalations and ensure timely, effective resolution while maintaining a positive customer experience.
- Manage daily operations including queue management, workload distribution, and adherence to schedules.
- Coordinate with cross-functional teams (quality, training, operations) to address gaps and improve processes.
- Track and report team performance, highlighting trends, risks, and improvement opportunities.
- Support new hires during onboarding and training, ensuring smooth ramp-up to production readiness.
- Ensure compliance with defined processes, policies, and quality standards.
- Drive team engagement, motivation, and a strong customer-first culture within the unit.
You will be a great fit if you
- Have prior experience in a customer support role with exposure to voice/calling processes, preferably supporting US customers.
- Have been in a people management or SME/TL role, with demonstrated ability to manage and coach teams.
- Possess strong communication skills and can effectively guide agents on call handling and customer interactions.
- Are customer-focused and can balance quality, productivity, and customer experience metrics.
- Have a good understanding of operational KPIs such as CSAT, QA, AHT, and SLA management.
- Demonstrate strong problem-solving skills and the ability to handle escalations with ownership.
- Are organized and able to manage multiple priorities in a fast-paced environment.
- Show the ability to analyze performance data and drive actionable insights for improvement.
- Are proactive, adaptable, and comfortable working in dynamic, high-growth setups.
- Have working knowledge of basic tools (MS Office, CRM systems) and reporting practices.
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
Our Company
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
Our Philosophy
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our Culture
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.