Workforce Management

1. Workforce and scheduling
+ Responsible and deciding on arranging the schedule for CS agent to ensure headcount as planned.
+ Responsible for Headcount allocation plan when conducting new projects or new training.
+ Maintain attendance performance
+ Perform weekly/monthly reports with BPOs
+ Creating, modifying, and providing other types of data files as needed
+ Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
+ Take on ad-hoc projects/assignments
2. Admin
+ Ensure staff information is updated continuously and accurately
+ Administrate the WFM tool to ensure the information is accurate and up to date.

+ Good Excel and reporting skills.
+ Excellent communication, organizational, and time management skills.
+ Strong attention to detail.
+ Proactive attitude and able to work with minimal supervision.
+ Able to work with high pressure and tight deadline.

Cập nhật gần nhất lúc: 2022-04-21 16:37:03