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

Preferred Qualifications:

Grade 90.

Pay Transparency:

Pay:

Additional Details:

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.

DISCLAIMER

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. The incumbent of this position is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, must be able to operate in an PC windows environment, have the ability to successfully complete all recurrence training and maintain annual accreditations where applicable and work varying shifts based on business needs. If the incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that require driving as a core competency require a valid driver's license (e.g. Class 5,G, or 1[AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to the date of application. Further, candidates will be assessed through careful consideration of: 1) their current driver's abstract; 2) their performance during application interviews; and 3) their performance on any driver competency assessments administered

Employment Equity Statement

At FedEx our value of Taking Care of Each Other is reflected in our commitment to being an inclusive employer, one that represents the diversity of our customers and the communities in which we serve. We foster respectful, safe and inclusive workplaces where everyone is valued for their unique contributions. Applications from all qualified candidates are welcome. We encourage women, persons with disabilities, Indigenous persons, and people from culturally diverse and 2SLGBTQ+ communities to apply. Please let us know if you need an accommodation during the recruitment and selection process. We will work with you to support your needs.