RWFM Specialist SHACC FLT EN OB(MJ031632)

岗位职责

职位描述

Job Title: RWFM Specialist

Job Type: Full time

Responsibilities:

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

任职资格

Requirements

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

任职要求

（暂无）