Manager Sps Time Critical

**The Company**

FedEx Express is one of the world’s largest express transportation companies and has consistently been selected as one of the world’s top 500 companies and the World’s Most Admired Companies by “Fortune” magazine. FedEx provides fast and reliable delivery to more than 220 countries and territories.

As TNT and FedEx officially joined forces on 25 May 2016 this role will support both FedEx and TNT businesses within Australia.

**About the Role**

We are currently seeking a Customer Experience/Service Manager to join our Time Critical department based at our head office in Mascot on a permanent full-time basis.

You will be responsible for managing the Customer Experience/Service team in a callt centre through implementation of the customer service business plan and excellent people management practices, resulting in improved financial, people and customer results.

Main responsibilities include:

- Managing the acquisition, development and retention of call centre staff via Customer Experience/Service Supervisors
- Leading, motivating and empowering staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximise customer satisfaction, business results and employees’ satisfaction.
- Establishing a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention
- Effectively planning and manage resources to meet and exceed internal and external service levels at all times, and to provide excellent accessibility and service to customers.
- Deploying and monitoring Customer Experience/Service processes policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences.
- Managing the call centre budget in line with Value Based Management principles in order to create value to the business and shareholders from the Customer Experience/Service organisation.
- Contributing to the effective rollout of Department projects, through contribution of professional expertise and leadership
- Complying with the company's corporate social responsibility, health, safety and environmental standards and responsibilities as identified within FedEx Express management systems and effectively implement and maintain these management systems.

**About you**
- Tertiary qualified with a Bachelor’s degree or equivalent, in any discipline
- Proven experience and knowledge in effective training, coaching and people management practices, including leadership development
- Significant experience in a call centre environment with previous experience in a contact centre management position preferred, preceded by a junior management/ team Leader role.
- Good working knowledge of Call Centre related technology including ACD, CTI, and resource planning tools.
- Strong skills in the following areas: leadership, decision making, interpersonal, judgement, negotiation, influencing and persuasion
- High energy and can-do attitude
- Availability to provide support and guidance outside normal business hours to support the 24x7 operation

**The Benefits**
- Lead a team of dedicated Customer Experience/service professionals
- Excellent career progression opportunities with a global organisation
- Full training and support in a friendly team culture
- Eligible for FedEx bonus scheme, tuition assistance, travel discounts, employee assistance programs, recognition and award programs*

**The Philosophy**

People-Service-Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees’ well-being and value their contributions to the company.

**The Culture**

We honour innovation, integrity and commitment. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.

**The Mission**

We strive to be the best company to work for with the best service and the best brand in our industry.

Please note that this position is a ‘Customer Service Manager’ role and the title of this role will be ‘Manager SpS Time Critical” in line with the global FedEx title structure.