Workforce Management Supervisor

Báo lỗi

☞ VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

Lượt xem: 121

Ngày cập nhật: 22-04-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Tư vấn - Chăm sóc khách hàng IT - Phần mềm

Vị trí: Trưởng nhóm / Giám sát

Mức lương: 20 triệu - 31 triệu

Trình độ: Cao đẳng

Giới tính: Nam / Nữ

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Mô tả công việc

- Data Analyst will act as a liaison between the Centralized and Site WFM teams.
- Initiates and manages all WFM communications between centralized, site teams, and leadership.
- Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
- Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time queue, schedule adherence & attendance.
- Key daily exception requests and update schedules
- Optimize breaks of the day or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules.
- Produce and analyze daily efficiency reports (representative availability, access level etc.)
- Attend/lead centralized and/or site management meetings, as required
- Strong data source relationship understanding is desired. Database knowledge will be ideal.
- Cater to real time reporting adhoc requests as and when required.
- Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
- Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

Yêu cầu công việc

- At least 6 years experience in Data Analyst
- Knowledge and experience in telesales will be a plus
- Have sense to detect and regcognize non-compiance behavior.
- Ability to communicate and inspire employees.
- Have logic-mind

Thông tin liên hệ

Liên hệ: Ms Lý

Địa chỉ: Flemington Tower,184 Le Dai Hanh Street,Ward 15 , Quận 12 , Hồ Chí Minh , Viet Nam

Hạn nộp: 22-05-2024

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