RWFM Specialist SHACC FLT EN OB

Job description

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