We are looking for an enthusiastic, responsible, and detail-oriented Work Force Management Specialist with strong organizational and communication skills to join our Customer Service Team. This person will be responsible for our work force management optimization.
? Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volume
? Responsible for creating efficient schedules, processing and managing overtime and under time.
? Achieving daily, weekly, monthly & quarterly service level and efficiency goals.
? Watching real time queues and making real time skilling changes.
? Supporting the various other Work Force Management roles as needed.
? Monitoring handling times and adherence SLA under/over achievement.
? Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff to ensure that SLA’s are met.
Key Qualifications and Experience
? Bachelor degree or above.
? Fluent in English and Mandarin.
? Minimum of 3years call center experience and/or minimum 1years’ WFM planning experience.
? Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.
? Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
? Strong strategic thinking and the ability to work proactively.
? Very good analytical skills, ability to work lead and motivate teams.
? Extremely accurate in generating reports and presentation of data.
? Self-motivated and flexible in working hours according to workloads. Always stick with the timeline.
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