Check with seller Workforce Management Analyst Quận 10

Mô tả công việc -Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives -Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation -Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation -Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results -Support other Manager/Supervisor/Team Leader/QA prepare the template report in need -Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis -Compares results to forecast and identify opportunities for improvement -Prepare the daily/weekly/monthly operation report -Provide daily/intra-day performance reports to leadership Quyền lợi được hưởng - Working time: Mon-Sat - Location: Tan Binh Dist., HCMC - Open Range: 13-16 Mils Yêu cầu kỹ năng - Requirements: + Good at MS skill, CRM, Salesforce system, Analyst Data + Complete understanding of overall operational activities including phone, email, chat, community and social media support + Capacity Planning experience is preferred + Ability to perform forecasting in a contact center environment and schedule to those needs is a must

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