职位描述 / Job Description:

1.制定服务运营报告，客观真实地呈现运营结果。

Tabulate service operation reports, presenting operational results objectively and truthfully.

2.修订客户支持中心的目标，建立相应的数据指标与监控模型。

Revise Customer Support Center objectives, establish corresponding data metrics and monitoring models.

3.维护并分析关键数据指标，为客服中心运营与项目发展提供建议。

Maintain and analyze key data metrics, providing suggestions for Customer Support Center operations and project development.

4.通过深度统计分析，持续优化部门运营，发现问题并提供预测与预警。

Continuously improve departmental operations through deep statistical analysis, identifying issues and providing predictions and early warnings.

5.支持各类报表的设计与创建。

Provide support in designing and creating various types of reports.

6.为各团队的有效分析与报告提供优化解决方案。

Propose better solutions for effective analysis and reporting across teams.

7.主导自动化项目，减少报表与数据整合工作量。

Lead automation projects to reduce the workload of report generation and data consolidation.

8.必要时开发新工具。

Develop new tools when necessary.

9.从人力管理角度支持达成服务水平和效率目标。

Support achieving service level and efficiency targets from a workforce management perspective.

10.实时监控服务水平并向服务团队提供建议。

Monitor service levels in real-time and provide suggestions to the service team.

11.与团队主管密切合作，根据预测计划持续监控人员动态。

Work closely with team leaders to constantly monitor staff movements in line with forecast plans.

12.实施改进措施以确保达成服务级别协议（SLA）。

Implement improvement measures to ensure SLAs are well-met.

13.使用人力管理工具开发并维护全面的预测与排班模型，预测呼叫量、制定人员需求并生成排班表。

Develop and maintain comprehensive forecasting and scheduling models using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules.

14.协调并促进与其他部门团队的协作，以纳入影响预测与人员安排的活动。

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

任职资格 / Qualifications:

1.本科及以上学历。

Bachelor’s degree or above.

2.良好的英文书面与口语能力，可流利沟通，有海外生活背景者优先。普通话流利。

Good written and spoken English, fluent communication skills; overseas living background is preferred. Fluent in Mandarin.

3.具备好奇心、主动性、务实精神和以解决方案为导向的态度，坚持“使命必达”。

Must be curious, proactive, practical, solution-oriented, with a "Get it done!" attitude.

4.热爱数据，善于处理数字；乐于在国际化多元文化环境中工作，分析海量用户行为数据。

Data-savvy and love crunching numbers; enthusiastic about working in an international, multicultural company and analyzing large-scale user behavior data.

5.能够并愿意基于数据提出观点与改进建议，以提升客户体验。

Able and willing to share opinions and propose ideas to improve operations based on data, impacting customer experience.

6.注重细节，致力于保障数据完整性。

Attentive to detail and committed to data integrity.

7.具备仪表盘/数据可视化软件使用经验。

Experience with dashboard/visualization software.

8.具备大型资本项目经验（业主方或承包商），有项目管理或项目控制角色经验者优先。

Experience in major capital projects for either an owner or contractor, ideally in a project management or project control role.

9.熟练使用Excel进行建模，并有管理大型数据库的经验。

Proficient in Excel modeling; experience managing large datasets with databases.

10.具备服务交付、项目管理与变革管理经验。

Experience in service delivery, project management, and change management.

11.能够在国际团队中良好协作。

Ability to operate effectively within an international team.

12.理解预测的复杂性，能够制定适应变化的稳健计划。

Understands the intricacies of forecasting and knows how to build robust plans that accommodate variations.

13.能在压力下工作，积极主动，自我驱动。

Ability to work under pressure; proactive and self-motivated.