Responsibilities

1. **Operational Leadership**

- Pre-HC Planning based on scheduling

- Establish and standardize **Real-Time Monitoring (RTM) SOPs**, ensuring compliance and best practices across teams

- Conduct **root cause analysis** for service level failure and implement corrective actions

- Optimize occupancy and other KPIs to improve efficiency

2. **Team Management**

- Directly supervise **6 RTM specialists**, providing coaching and performance feedback

- Oversee real-time monitoring of service levels and ensure timely adjustments to meet SLAs

3. **Process Improvement**

- Identify and implement **efficiency enhancements** in WFM tools and workflows

- Develop reports and dashboards to track KPIs and present insights to management

Requirements

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;