携程RWFM Specialist FLT_EN_SHAC_IB(MJ023645)
任职要求
Full-Time Bachelor degree or aboveFluent in both English and MandarinGood communication skills to build up effective collaborationUnderstands the intricacies of forecasting and knows how to build a robust plan that accommodates for variationAbility to work under pressureProactive and self-motivatedNight shift is required
工作职责
Support to achieve service level and efficiency targets from Work Force Management perspectiveReal-time monitoring of service level and providing suggestions to service teamWork closely with team leaders to constantly monitor staff movements in line upon forecast planImplement improvement measures to ensure SLAs are well metDevelop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
从劳动力管理的角度支持实现服务水平和效率目标。实时监控服务水平，并向服务团队提供建议。与团队领导紧密合作，根据预测计划持续监控员工动态。实施改进措施以确保服务水平协议（SLAs）得到良好满足。通过使用劳动力管理工具开发和维护全面的预测和调度模型，以预测呼叫量、创建人员配置需求，并为联络中心生成工作计划。协调并促进与其他部门团队的合作，以捕捉预测和人员配置影响活动。
1. Support to achieve service level and efficiency targets from Work Force Management perspective 2. Real-time monitoring of service level and providing suggestions to service team 3. Work closely with team leaders to constantly monitor staff movements in line upon forecast plan 4. Implement improvement measures to ensure SLAs are well met 5. Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers. 6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
1. Support to achieve service level and efficiency targets from a workforce management perspective; 2. Real-time monitoring of service level and providing suggestions to the service team; 3. Work closely with team leaders to constantly monitor staff movements in line with the forecast plan; 4. Implement improvement measures to ensure SLAs are well-met; 5. Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers; 6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
1. Support to achieve service level and efficiency targets from a workforce management perspective;2. Real-time monitoring of service level and providing suggestions to the service team;3. Work closely with team leaders to constantly monitor staff movements in line with the forecast plan;4. Implement improvement measures to ensure SLAs are well-met;5. Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers;6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities.