职位描述

1. 从劳动力管理的角度支持实现服务水平和效率目标。
2. 实时监控服务水平，并向服务团队提供建议。
3. 与团队领导紧密合作，根据预测计划持续监控员工动态。
4. 实施改进措施以确保服务水平协议（SLAs）得到良好满足。
5. 通过使用劳动力管理工具开发和维护全面的预测和调度模型，以预测呼叫量、创建人员配置需求，并为联络中心生成工作计划。
6. 协调并促进与其他部门团队的合作，以捕捉预测和人员配置影响活动。

任职资格

1. 本科及以上学历。
2. 英语和普通话流利。
3. 良好的沟通能力以建立有效的合作。
4. 理解预测的复杂性，并知道如何建立一个能够适应变化的稳健计划。
5. 能够承受压力工作。
6. 积极主动，自我激励。

职位描述

1. Support to achieve service level and efficiency targets from Work Force Management perspective

2. Real-time monitoring of service level and providing suggestions to service team

3. Work closely with team leaders to constantly monitor staff movements in line upon forecast plan

4. Implement improvement measures to ensure SLAs are well met

5. 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.

6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities

任职资格

1. Full-Time Bachelor degree or above

2. Fluent in both English and Mandarin

3. Good communication skills to build up effective collaboration

4. Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation

5. Ability to work under pressure

6. Proactive and self-motivated