Job Description

This is an interview position.



Oversees all aspects of a 24 x 7 Customer Contact Centre, including Cargo Claims, Centralized Trace, Premier Services, Business Development, Freight Solutions and Overgoods. Accountable for effectively managing overall contact centre operations pertaining to all customer contact points (calls, emails, chat, social media, traces, etc.) for Express, Ground, and Freight for all aspects of the Customer Service operation.



REQUIRED KNOWLEDGE, SKILLS AND ABILITIES


Educational Requirements


Post Secondary:

Bachelor's degree or equivalent

Minimum number of years required for entry to this job

Six (6) years professional experience in customer relations, customer contact or reservations, including three (3) years management experience preferably in automated customer service operations.

or

Six (6) years general business experience comprised of; 3 years' customer service (Preferred) or 3 years FedEx Experience and 3 relative business experience

Amount of time required to learn or adjust to the job

1 year

Other specific mandatory experience requirements


Technical Skill Requirements


Solid knowledge of the following:

Knowledge of One Source systems, routing and quality applications Broad working knowledge of Contact Centre and worldwide operations

Preferred experience in:

Managing leading global teams and projects Quality Driven Management and continuous improvement efforts Training methodologies and technical solutions Leading global teams and projects


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES


Educational Requirements


Post Secondary:

Bachelor's degree or equivalent

Minimum number of years required for entry to this job

Six (6) years professional experience in customer relations, customer contact or reservations, including three (3) years management experience preferably in automated customer service operations.

or

Six (6) years general business experience comprised of; 3 years' customer service (Preferred) or 3 years FedEx Experience and 3 relative business experience

Amount of time required to learn or adjust to the job

1 year

Other specific mandatory experience requirements


Technical Skill Requirements


Solid knowledge of the following:

Knowledge of One Source systems, routing and quality applications Broad working knowledge of Contact Centre and worldwide operations

Preferred experience in:

Managing leading global teams and projects Quality Driven Management and continuous improvement efforts Training methodologies and technical solutions Leading global teams and projects

Qualifications Requises:

Grade 90.

Transparence Salariale:

Salaire:

Details Supplementaires:

Note: This is position is REMOTE. Note 2: Position will oversee the Learning and Development Customer Experience team. Job posted 9/19/2025, job unposted 9/26/2025 at 3:00pm local time.

DENI DE RESPONSABILITE

Cette description de poste est generale et ne pretend pas enumerer ni etre interpretee comme une liste exhaustive de toutes les fonctions, responsabilites et qualifications exigees des employes dans ce poste. Le ou la titulaire devra effectuer toute autre tache assignee, atteindre les seuils minimaux requis pour les tests et formations obligatoires, travailler dans un environnement Windows, suivre avec succes les formations periodiques et maintenir les accreditations annuelles si applicable, et travailler sur differents quarts selon les besoins operationnels. Les titulaires au Quebec doivent etre bilingues (francais et anglais). En plus des criteres habituels de selection, les candidats aux postes exigeant la conduite comme competence fondamentale doivent detenir un permis valide (ex. classe 5, G ou 1[AZ]) et presenter un dossier ne comportant pas plus de deux infractions et/ou accidents dans les 24 mois precedant la candidature. Les candidats seront egalement evalues selon : 1) leur releve annuel de conduite ; 2) leur performance en entrevue ; et 3) leurs resultats aux evaluations de conduite administrees.

Enonce sur l'equite en emploi

FedEx valorise la diversite et l'inclusion dans son milieu de travail. Notre entreprise accueille des talents issus de tous les horizons, a l'image de notre clientele et des communautes que nous servons. Nous offrons un environnement securitaire et respectueux ou chaque personne peut s'epanouir. Nous invitons particulierement les femmes, les personnes en situation de handicap, les Autochtones, les membres des communautes culturelles et 2ELGBTQ+ a soumettre leur candidature. Notre equipe des ressources humaines adaptera le processus de recrutement selon vos besoins specifiques.