Workforce Management Analyst

PersolKelly

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 15/09/2021

Chi tiết công việc
Giới thiệu công ty

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Mô tả công việc

Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
Prepare the daily/weekly/monthly operation report
Support other Manager/Supervisor/Team Leader/QA prepare the template report in need
Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis
Compares results to forecast and identify opportunities for improvement
Provide daily/intra-day performance reports to leadership
Other related duties as assigned

Yêu cầu

IT skills: Good at MS skill, CRM, Salesforce system
Complete understanding of overall operational activities including phone, email, chat, community and social media support
Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner
Capacity Planning experience is preferred
Ability to perform forecasting in a contact center environment and schedule to those needs is a must

Quyền lợi

Chế độ bảo hiểm
Du Lịch
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm

Thông tin khác

Nơi làm việc:
Hồ Chí Minh
Cấp bậc:
Nhân viên
Kinh nghiệm: 1 - 2 Năm
Lương: 13,000,000
-
17,000,000
VND
Ngành nghề: Dịch vụ khách hàng, Quản lý điều hành, CNTT - Phần mềm
Hết hạn nộp: 15/09/2021

Thông tin chung

Ngày hết hạn: 15/09/2021
Thu nhập: 13 triệu - 17 triệu VND

Giới thiệu công ty

Established in 1998, First Alliances is the most well-known as the leading HR consultancy in Viet Nam. We are proud to be the pioneer and constantly...Chi tiết Established in 1998, First Alliances is the most well-known as the leading HR consultancy in Viet Nam. We are proud to be the pioneer and...

Quy mô công ty

Từ 101 - 500 nhân viên

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