RWFM Specialist-NPL

Job description

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