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職位描述 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 任職資格 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 7. Night shift is required