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職位描述

1. 從勞動力管理的角度支持實現服務水平和效率目標。
2. 實時監控服務水平，并向服務團隊提供建議。
3. 與團隊領導緊密合作，根據預測計劃持續監控員工動態。
4. 實施改進措施以確保服務水平協議（SLAs）得到良好滿足。
5. 通過使用勞動力管理工具開發和維護全面的預測和調度模型，以預測呼叫量、創建人員配置需求，并為聯絡中心生成工作計劃。
6. 協調并促進與其他部門團隊的合作，以捕捉預測和人員配置影響活動。

任職資格

1. 本科及以上學歷。
2. 英語和普通話流利。
3. 良好的溝通能力以建立有效的合作。
4. 理解預測的復雜性，并知道如何建立一個能夠適應變化的穩健計劃。
5. 能夠承受壓力工作。
6. 積極主動，自我激勵。

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