携程EN HTL RWFM Specialist-RTM(MJ032344)
任职要求
1. Full-Time Bachelor degree or above; 2. Fluent in both English and Mandarin; 3. Good communication skills to build up effective collaboration; 4. Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation; 5. Ability to work under pressure; 6. Proactive and self-motivated; 职位描述 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.…
工作职责
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 Work Force Management perspective2. Real-time monitoring of service level and providing suggestions to service team3. Work closely with team leaders to constantly monitor staff movements in line upon forecast plan4. Implement improvement measures to ensure SLAs are well met5. 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. Tabulate service operation report, objectively & truthfully present operation results. 2. Revise Customer Support Center desired objectives, establish corresponding data indices and models to monitor thereof. 3. Maintain and analysis key data indices provide suggestions and proposals on Customer Support Center operation and project development. 4. Make continuous efforts on operations of the department, find problems, or provide prediction and early warning based on deep statistical analyses. 5. Provide support on design and creation of reports of various types. 6. Propose better solutions on each team’s effective analysis and reports. 7. Give leads on automation project in order to lessen workload of reports and data consolidation. 8. Develop new tools when necessary.