- Oversee Workforce Teams from Various Locations/Geo
- Continuously assess reporting, staffing, and scheduling policies and frameworks to guarantee optimal efficacy and efficiency.
- Provide proactive scheduling analysis and improvement suggestions, taking into account long-term planning, staffing strategies, scheduling and bidding techniques, and headcount requirements.
- Conduct personnel review meetings with management and intraday analysts, outlining performance from the previous and current week, performance projections, and pointing out potential hazards.
- In order to monitor performance to service level standards, oversee the day-to-day administration of scheduling operations, analysis of real-time workload needs, and call routing.
- Prepare in-depth reports to be used across the center
- Perform real-time workforce management, directly supervising a team of real time analysts and schedulers.
- Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in real-time, and historically
- Coach, train, and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources
Experience Requirements: - At least 2 years of relevant experience
- Sound technical knowledge of MS office products
- Planning and Organizational skills
- Ability to work under pressure
- Attention to detail
- Demonstrated ability to analyze and interpret data
- Commitment to ownership and accountability
- Demonstrated ability to draw on diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives
- Strong negotiation, analytical, commercial awareness and problem-solving skills
- Well-developed technical skills, MS Office products and Call Center technologies
- Excellent verbal and written communication skills
Education Requirements: - A bachelor's degree in Computer Science or Information Technology, plus related work experience, is required Please click the APPLY button or contact Ms.Quynh Chu at or to discuss further
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Mô tả
Responsibilities:
