崗位職責:

Monitor and analyses the workforce requirements of ASPAC Global Contact Centers including scheduling and intraday traffic monitoring. This would include volumes, patterns, channel volume, staff productivity and resource allocations. Work in close partnership with company Operations leaders at insourced and outsourced locations to ensure our site operations are running optimally and efficiently, ensuring that our service and productivity metrics are met. Create schedules that will be used for capacity planning within the contact center. Produce schedules plans that directly impact the resource levels to meet service standards, including attendance and adherence matters as well as proactively manage changes in shifts. Partner with operations leadership and/or Service Provider in decision making for any unplanned resource challenges.

1、Research information and input information into IEX and Excel that is utilized to create short term forecasts (within 30 days)

2、Load approved schedule changes into IEX, communicate overtime and downtime needs to Service Communities

3、Short term forecasting (volumes, handle time, shrinkage), responsible for making adjustments to monthly forecast that reflects changes to the incoming workload

4、Determine workforce needs by interval and make adjustments to staffing levels for “same day” and future days

5、Monitor all work types and ensure we are meeting stated SLA’s

6、Manage rules in EEM software

7、Administration of workforce planning application (IEX) including but not limited to: master schedules and intra-day forecasts

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

任職資格:

1、1-2 years of contact center workforce experience with a strong emphasis on forecasting and scheduling or intraday monitoring preferred.

2、Bachelor’s Degree Statistics, Business, or other related field preferred.

3、Workforce Management Certification preferred.

4、Strong Excel, Access, PowerPoint skills required.

5、Experience with workforce management systems such as IEX or similar platform preferred.

6、Experience with workforce optimization software such as EEM or similar platform preferred.

7、Understanding of call distribution and short term (by half hour) forecasting.

8、Ability to present forecasting information into usable, easy to understand information “tell the story”.

9、Strong verbal and written communication skills required.

10、Ability to communicate effectively with multiple stakeholder teams.

11、Able to implement operational SOPs that provide clear line of sight and the necessary call to action to key stakeholders.

12、Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.

13、Must be open minded and be able to adapt to a fast paced, changing environment.

14、Proven ability to creatively problem solve in a dynamic, high pressured atmosphere.

廣東南油對外服務有限公司（以下簡稱：廣東南油外服）是一家具有33年歷史的全資國有控股企業(yè)，由中國人力資源服務領域規(guī)模最大的上海外服（集團）有限公司和中國南海石油聯(lián)合服務總公司共同組建，注冊資本2000萬元，總部設立于廣州，并在深圳、佛山、東莞、珠海、中山、江門、湛江、汕頭、清遠、從化等地設立了分公司，是廣東最早涉獵人力資源服務行業(yè)的企業(yè)之一，服務進入廣東投資的世界500強企業(yè)超過100家，客戶涵蓋各行業(yè)的知名外企、國企和民企，總量超過4500家，雇員人數(shù)超過10萬人，2017年度營業(yè)收入近50億元，納稅額近3億元。公司現(xiàn)有員工超過250名，其中本科以上學歷占比超過75%，平均年齡30歲左右，近20%擁有中級以上技術(shù)職稱，隊伍呈現(xiàn)年輕化、專業(yè)化特點。

廣東南油外服已在業(yè)內(nèi)率先通過國際知名認證機構(gòu)挪威船級社（DNV）的ISO90001：2015質(zhì)量體系認證，遵循“客戶的期望就是外服人的追求”的質(zhì)量方針，榮獲“全國人力資源誠信服務示范機構(gòu)”、“廣東省誠信人力資源服務示范機構(gòu)”、“廣東企業(yè)500強”、“廣東省自主創(chuàng)新標桿企業(yè)”、“廣東省青年文明號”等諸多榮譽，還是中國對外服務工作行業(yè)協(xié)會常務理事單位，廣東省人力資源研究會監(jiān)事長單位，廣東省人才交流協(xié)會、廣東省服務外包產(chǎn)業(yè)促進會、廣州人力資源服務協(xié)會、廣州服務外包行業(yè)協(xié)會副會長單位，在廣東乃至華南地區(qū)具有較強的品牌影響力和領先的市場地位。