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客服人力规划运营Planning & Forecasting, APAC
12-13万/年
人 · 本科 · 3年及以上工作经验 · 性别不限2024/11/22发布
弹性工作带薪年假五险一金绩效奖金节日福利专业培训做五休二工作环境优越

浦东新区

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前滩中心

公司信息
希尔顿酒店管理(上海)有限公司

外资(非欧美)/1000-5000人

该公司所有职位
职位描述
Position Statement:
Under the guidance of Dir HRCC Operations APAC, you will serve as a key member in the daily operations of Hilton Reservations & Customer Care (HRCC) and drive decisions through the use of insights and analytics. You will lead Planning & Forecasting and Work Shifts Arrangement for APAC countries and territories, such as Great China & Magnolia, Japan, Korea, Australia, South-East Asia, etc.). You will partner with countries’ managers and the business (external and internal) to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving insights and operational objectives, and implementing call allocation and staffing recommendations. You will also be responsible for driving reporting efficiency and developing data visualization products for the relevant contact centers.
Position Summary:
The Analyst Planning & Forecasting APAC role will be responsible for proactively identifying business trends and needs, thinking creatively and innovatively about solutions, and collaborating with the business to implement solutions and improvements. This will require you to think big, use data to guide your work, challenge convention, and in some cases, reinvent how work is done.
Lead insights and analytics across APAC (Great China & Magnolia, Japan, Korea, Australia, South-East Asia, etc.) by using and maintaining analytical models and reports and using BI tools (e.g., MicroStrategy) to gain insights into business operations to execute new business strategies
Assess analytic solutions, manipulate, and analyze large data sets to distill insights from data, and connect disparate ideas into cohesive well-grounded recommendations using creative, structured, and analytical thinking
Become the business subject matter expert on intraday operations and present intelligence and insights to the business (internal and external).
Lead contingency planning/routing strategy – monitor and track call and staffing volume across APAC level and develop/implement recommendations to improve operations that improve the customer experience and maintain business continuity
Lead APAC Work force management and real-time management – arrange agents’ shifts for APAC HRCC sites and work out daily/weekly/monthly reports for CHP, Service level, and productivity reports, etc. Real time monitoring the operation service level and call out issues if any
Headcount forecasting – Co-work with operation and global capacity planning team to provide the HC prediction based on historical data and seasonal impacts.
Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and take initiative to implement changes, work out relevant country’s operation reports, not limited on work force reports and depends on business requirements.
Collaborate with multiple stakeholders, manage relationships including vendor partners
Project management – Follow up the instruction of leader and take lead the project which is assigned by leader and has a good sense on change management
Qualifications
The success in this role will demonstrate itself through the following attributes and skills:
Ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
Ability to develop key performance metrics and effectively report on such metrics. Includes reporting of daily, weekly, and monthly results as well as intra-day performance.
Positive, open-minded, and ready for fast-paced and changing environment
Good communication skills to collaborate with a wide range of people, both internal and external, proficient in English including writing and spoken
Build an effective working relationship with operation teams and maintain their trust and confidence in the Operation Management decisions and actions
Demonstrated strong project management and planning skills to successfully manage multiple, simultaneous projects.
Ability to prioritize and balance importance, urgency, and resources
Proficient in English including writing and spoken
Excellent with MS office including Excel (formula, pivot, VBA), PPT, etc.
Education: Bachelor’s degree
Minimum Years of Work Experience: 3 years professional experience

Preferred Qualifications
Minimum Years of Experience: 3-5 years’ experience in a supervisory, resource management, and/or workforce planning capacity or data analyst
Experience in work force management in a large-scale contact center
Technical skills such as Python, Power BI are preferred

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