Offshore Business Processing Real Time Analyst

Offshore Business Processing

急招

HK$4.1-4.8K[月薪]

现场办公 - 巴石1-3 年經驗本科全職

Develop robust staffing plans utilizing historical data and forecast analysis to accomplish customer demand and service level objectives
Interact with operations leadership to understand staffing needs and proficiency retention targets
Collaborate with Operations leadership to proactively identify potential staffing impacts and scheduling. opportunities to maximize workforce productivity
Develop and maintain an effective workforce scheduling system, ensuring compliance with current training, legislation while balancing needs and cost optimization.
Update the schedule in real-time, and adjust staff availability, shift times, and training requirements to maximize resource utilization
Analyze staffing levels and identify overstaffing or understaffing risk to mitigate business risks
Monitor and maintain effective communication channels with the operations team to provide schedule updates and ensure compliance with the schedule
Develop and maintain accurate and insightful reports to display and track your workforce and schedule plan shifts to deliver results in performance optimization, cost and manageability
Lead team briefing sessions and align people to company objectives to monitor scheduling effectiveness
Other tasks that will be assigned by the Operations Manager

Bachelor's degree in business administration or related fields
1+ years of experience in workforce scheduling, staffing, or planning in a multi-channel, multi-site contact centre environment.
Excellent problem-solving skills with expert planning and organizational skills
Understanding of contact centre functions, metrics, and performance measures
Exemplary communication skills with the ability to effectively listen, articulate ideas and bring people together
Advanced user-level proficiency in Microsoft Excel and PowerPoint
Familiarity with workforce management software and reporting analytics tools
Proactive with the ability to work independently, prioritize conflicting requirements and demands while adhering to time constraints.
Must be willing to work on shifting schedule and holiday
Must be willing to work in Ortigas and Cubao
Available to start ASAP

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