Workforce Lead

Gear Inc. is looking for a Workforce Lead for our team in Danang. As a Site Supervisor, you will effectively evaluate business processes, anticipate requirements, uncover areas for improvement, and implement solutions and system enhancements through the business rule engine module. Provides day-to-day support for the originations, resolves issues affecting the organization, and ensures the successful execution of plan enhancements through close coordination with Operations.
Responsibility
Involved in creating and managing employee schedules to ensure adequate coverage. Involves analyzing call volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences;
Train new members with the WFM (Workforce management) procedures and policies. Ensure new hires receive training on the company's WFM software, policies, and procedures;
Evaluate members' performance and provide feedback. Involves setting employee goals to improve performance and regularly conducting performance evaluations;
Develop and implement policies and procedures. Typically, these relate to managing a workforce;
Improve WFM processes and procedures, identify areas for improvement and implement changes to optimize the efficiency and effectiveness of the workforce;
Analyze data to optimize staffing levels and schedules. Use historical data and trends to predict future business volume, forecast future staffing needs, and create efficient and effective schedules;
Work closely with other departments, such as customer service and operations, ensure staffing levels align with business goals and objectives;
Provide high-level analysis every time there will be mishops in metrics.