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Mô tả công việc Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation Support other Manager/Supervisor/Team Leader/QA prepare the template report in need Prepare the daily/weekly/monthly operation report Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results 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 Provide daily/intra-day performance reports to leadership Compares results to forecast and identify opportunities for improvement 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 Other related duties as assigned Quyền lợi được hưởng Chế độ bảo hiểm Du Lịch Chế độ thưởng Chăm sóc sức khỏe Đào tạo Tăng lương Nghỉ phép năm Yêu cầu kỹ năng Complete understanding of overall operational activities including phone, email, chat, community and social media support IT skills: Good at MS skill, CRM, Salesforce system Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner 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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