wfm.

about the company.
Internet

about the team.
WFM

about the job.

• 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.

skills and experience required.

• 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