工作职责:
We are looking for an enthusiastic, responsible, and detail-oriented Work Force Management Supervisor with strong organizational and communication skills to join our Customer Service Team. This person will be responsible for our work force management optimization.
1. Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volume
2. Real-time monitoring of staffing status and provide feedback to operation team if required
3. Report daily/weekly/monthly variance analysis of forecast .vs. actual, volume verification
4. Establish sales quotas for sales personnel using established guidelines to allocate targets
and track performance towards attainment
5. Establish personnel performance measurement using established guidelines to allocate targets and track performance towards attainment
6. Work with operation groups to forecast volume trends, staffing & scheduling
7. Collaborate with other departments to develop Key Performance Indicators of organizational results and efficiencies
8. Improve reporting processes and reporting systems.
任职资格:
1. Associate degree or above
2. Have a minimum of 3 years of relevant work experience, prefer management experience in call center
3. Strong incoming volume forecasting and working knowledge of cycles preferred
4. Advanced MS Excel skills required. MS Access or other database and forecasting skills preferred
5. Solid knowledge of Erlang C formula
6. Must possess excellent communication skills, attention to detail, and ability to multi-task projects
7. Prefer a logical thinker
8. Excellent English communication skill in both speaking and writing