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    WFM Specialist/呼叫中心数据分析及排班师

    来源:BPO 长期 BPO | 2017-06-27 10:30:02

    大连 软件园 BPO

    0411-82302699 [email protected] 

    某美资知名外包公司 WFM Specialist/呼叫中心数据分析及排班师 长期


    工作职责:

    1)      End to End responsibility of Client and Internal Reporting, resource management, from capacity planning, hiring tickets to production;
    2)      Responsible for delivering against client SOWs and SLAs – Must have in depth knowledge of call center and back office operations and metrics like Grade of Service to FTE requirement ratios, productivity and utilization drivers, different billing environments etc. Providing Root Cause Analysis for SL deviations;
    3)      Efficient Utilization plans for both voice and data projects through efficient scheduling and cross utilization;
    4)      HC, seats and PC consolidation and planning for the projects;
    5)      Support to Project DPE/PEs for data analysis and improvement projects;
    6)      Supporting the WFM Manager on improvement and cost reduction projects;
    7)      Supporting Project Managers in identification, measurement and internal reporting of KPIs;                                        8)      Understanding the Information Management system in place and providing better solutions for effective analysis and reporting which is specific to every project;
    9)      Timely and accurate reporting of all internal and client metrics to the local and global Management teams;
    10)   Leading automation projects to reduce reporting and data consolidation workload;
    11)   Efficient Co-ordination with the HR, Hiring, and Finance, IT, RESO and procurement teams for information management;
    12)   Proper Documentation of all WFM processes/ Reports for 100% Audit compliance. Ensuring appropriate access controls and security checks needed for safe guarding the confidential data handled by the WFM team.

    任职要求:

    1)      Associate's Degree/College Diploma;
    2)      At least 1year experience in MIS reporting in a outsourcing business will be a plus;
    3)      At least 1year experience in experience as a WFM/Scheduling/Capacity Planning Team member;
    4)      At least 6 months’ experience in Excellent Knowledge of MS Excel, Power point, Access etc.;
    5)      Basic knowledge in Some knowledge in programming VBA, C++, Lotus scripts preferred;
    6)      English: can communicate by email & chat, and simple oral English.

    年薪:9~10万

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