RWFM Specialist-NPL (MJ036196)

岗位职责

职位描述

• 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

• 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）