携程RWFM Specialist SHA/NTGCC FLT EN scheduling(MJ032212)
任职要求
RequirementsFull-Time Bachelor degree or aboveFluent in both English and MandarinGood communication skills to build up effective collaborationUnderstands the intricaci…
工作职责
JobTitle: RWFM SpecialistJob Type:Full timeSupport 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
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.
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