CWFM Manager EN SHACC ALL(MJ033020)

Job Description: We are seeking an experienced Centralized Workforce Management manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient operation and continuous improvement. Key Responsibilities: • Manage the daily operations and maintenance of the global Workforce Management System, ensuring system stability and reliability. • Forecast business volume for the next 3, 6, or 12 months, and plan staffing and scheduling based on the forecasted volume. • Monitor staffing status in real-time and provide feedback to the operations team as needed. • Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume. • Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment. • Collaborate with operations teams to forecast volume trends, staffing, and scheduling. • Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies. • Analyze business needs, develop system optimization plans, and drive implementation. • Collect user feedback, conduct system performance analysis, and propose improvements. • Participate in the design and testing of new features to ensure system functionality meets business needs. • Develop and maintain system operation procedures and documentation. Qualifications: • Full-time Bachelor’s degree or above. • Minimum of 8 years of relevant work experience, with preference for management experience in a call center. • Strong incoming volume forecasting ability and deep understanding of cyclical work preferred. • Advanced MS Excel skills required; MS Access or other database and forecasting skills preferred. • Solid knowledge of Erlang C formula and its application. • Excellent communication skills, attention to detail, and ability to multitask. • Excellent English communication skills, both spoken and written. • Global project management experience is a plus. • Familiarity with data analysis tools and technologies is a plus.

1. 具备 5 年以上系统产品运营、产品运营、WFM 或运营规划相关经验，其中至少2-3年担任团队领导或管理职务。
2. 具备劳动力密集型行业相关经验（如客服中心、零售、酒店、物流、医疗等）优先，理解一线运营场景，能够将业务需求转化为系统能力与配置方案。
3. 熟悉至少一种主流 WFM 系统（如 UKG、NICE、Verint、Oracle、SAP 等），不仅能使用系统，更能理解系统逻辑、模块边界与配置机制，并具备优化与设计经验。
4. 对服务水平（SL）、AHT、利用率、遵时率等核心运营指标高度敏感，理解系统参数、配置与业务指标之间的因果关系，能够通过系统设计与产品化手段影响结果。
5. 具备良好的结构化思考与系统化抽象能力，善于在复杂环境下拆解问题并推动跨团队协作；能够在快节奏、多变的业务环境中，平衡系统稳定性与持续演进。