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.
Evaluate advisor performance by monitoring communications with customers and system operations.Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.Lead or participate in service quality and workflow improvement initiatives.Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.Advocate the Trip.com culture both internally and externally.Assist with ad hoc projects assigned by Team Leads / Supervisors.
- Evaluate advisor performance by monitoring communications with customers and system operations. - Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems. - Lead or participate in service quality and workflow improvement initiatives. - Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required. - Advocate the Trip.com culture both internally and externally. - Assist with ad hoc projects assigned by Team Leads / Supervisors.
- Responsible for daily work of the team and ensure the normal operation. - Supervise the operational data of the call center and conduct proper onsite management. - Properly distribute the daily tasks for staff within the team. - Supervise the staff KPI and take precautions to enhance the ability of the staff. - Host daily meetings - Train and convey new procedures and monitor the implementation and performance. - Deal with the complaints. - Communicate with staff regularly. - Conduct communication concerning the monthly performance appraisal with staff. - Arrange rational shift by estimating the volume of business. - Propose projects that optimize the working procedures and complete them. - Deal with emergencies. - Cooperate closely with other team leaders. - Complete the tasks assigned by Operation Manager/Group Leader in time.
- Responsible for daily work of the team and ensure the normal operation. - Supervise the operational data of the call center and conduct proper onsite management. - Properly distribute the daily tasks for staff within the team. - Supervise the staff KPI and take precautions to enhance the ability of the staff. - Host daily meetings - Train and convey new procedures and monitor the implementation and performance. - Deal with the complaints. - Communicate with staff regularly. - Conduct communication concerning the monthly performance appraisal with staff. - Arrange rational shift by estimating the volume of business. - Propose projects that optimize the working procedures and complete them. - Deal with emergencies. - Cooperate closely with other team leaders. - Complete the tasks assigned by Operation Manager/Group Leader in time.