Senior CWFM Analyst(MJ033599)

岗位职责

Job Description:

We are seeking an experienced Centralized Workforce Management Supervisor to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement.

Key Responsibilities:

• Manage the daily operations and maintenance of the global Workforce Management System, ensuring system stability and reliability.

   • Forecast business volume for the next 3, 6, or 12 months, and plan staffing and scheduling based on the forecasted volume.

   • Monitor staffing status in real-time and provide feedback to the operations team as needed.

   • Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume.

   • Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment.

   • Collaborate with operations teams to forecast volume trends, staffing, and scheduling.

   • Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies.

   • Analyze business needs, develop system optimization plans, and drive implementation.

   • Collect user feedback, conduct system performance analysis, and propose improvements.

   • Participate in the design and testing of new features to ensure system functionality meets business needs.

   • Develop and maintain system operation procedures and documentation.

Qualifications:

• Full-time Bachelor’s degree or above.

   • Minimum of 5 years of relevant work experience, with preference for management experience in a call center.

   • Strong incoming volume forecasting ability and deep understanding of cyclical work preferred.

   • Advanced MS Excel skills required; MS Access or other database and forecasting skills preferred.

   • Solid knowledge of Erlang C formula and its application.

   • Excellent communication skills, attention to detail, and ability to multitask.

   • Excellent English communication skills, both spoken and written.

   • Global project management experience is a plus.

   • Familiarity with data analysis tools and technologies is a plus.

任职要求

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