Job Requirement
Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volume
Real-time monitoring of staffing status and provide feedback to operation team if required
Report daily/weekly/monthly variance analysis of forecast .vs. actual, volume verification
Establish personnel performance measurement using established guidelines to allocate targets and track performance towards attainment
Work with operation groups to forecast volume trends, staffing & scheduling
Collaborate with other departments to develop Key Performance Indicators of organizational results and efficiencies
Improve reporting processes and reporting systems.
Qualifications
Full-Time Bachelor degree or above
Have a minimum of 3 years of relevant work experience, prefer management experience in call center
Strong incoming volume forecasting and working knowledge of cycles preferred
Advanced MS Excel skills required. MS Access or other database and forecasting skills preferred
Solid knowledge of Erlang C formula
Must possess excellent communication skills, attention to detail, and ability to multi-task projects
Prefer a logical thinker
Excellent English communication skill in both speaking and writing