Manager Customer Care

Responsibilities

• Manage voice-based customer support teams to ensure high-quality service delivery and operational excellence
• Drive team performance against key metrics including CSAT, QA, AHT, productivity, and SLA adherence
• Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews
• Oversee day-to-day operations, including the handling of customer inquiries, bookings, complaints, and escalations
• Analyze performance data and operational trends to identify gaps and implement continuous improvement initiatives
• Support hiring, onboarding, and training of new agents to build high-performing, scalable teams
• Collaborate cross-functionally with operations, training, and quality teams to enhance the customer experience
• Manage workforce planning, scheduling, and resource allocation to meet business requirements

Requirements

• Proven leadership experience managing voice-based customer support teams
• Experience managing US-based shippers or global customer processes
• Proficiency in managing key performance indicators such as CSAT, QA, AHT, and SLAs
• Strong analytical and problem-solving skills with the ability to handle complex escalations
• Experience in hiring, onboarding, and developing high-performing teams
• Ability to work a permanent night shift schedule
• Excellent written and verbal communication skills

Benefits

• Career mobility and development opportunities across a global network
• Competitive total compensation and benefits package
• Programs designed to support employee well-being
• Opportunities for training and leadership advancement

About the Company

FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories using a global air and ground network.