职位描述
Support to achieve service level and efficiency targets from Work Force Management perspective
Real-time monitoring of service level and providing suggestions to service team
Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
Implement improvement measures to ensure SLAs are well met
Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.
Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
任职资格
Full-Time Bachelor degree or above
Fluent in both English and Mandarin
Good communication skills to build up effective collaboration
Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
Ability to work under pressure
Proactive and self-motivated
Night shift is required