岗位职责
- 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
职位要求
- 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
