北京招聘

职位描述：

Position Accountabilities

Systems, Processes & Procedures

? Develop, maintain & manage eWFM (Verint Impact 360 V11 / V15) to meet operational performance and productivity targets;

? Maintain scheduling processes and monitor the implementation to ensure the scheduling standardization;

? Real-time and historical monitoring on the scheduling efficiency and effectiveness: adherence / shrinkage / occupancy

? Staffing from interval level to long-term level;

? Maintain and develop the regular scheduling data collection and reporting

? Be the acknowledged expert, from a business operations/user perspective, telephony, contact management & CTI systems & technologies.

Long Term Forecasting

? Configure and develop the eWFM module of Long-Term Forecasting

? Support Resource Planning manage to work closely with the functions as Finance, Underwriting & HR to ensure the rostering under latest long-term forecasting

? Support the forecasting specialists in indicators updating such as occupancy / adherence / shrinkage

Recruitment Planning

? Support Resource Planning manager with HC plans and rolling HC plans

? Release the recruitment plan to HR (new recruitment and replacement) based on the approved HC plans;

? Liaise with HR to determine the salary impact of the recruitment plan & recruit the required people within the required time frames

Required Qualifications

Short Term Forecasting

? Prepare a revised forecast 4 weeks prior to the day of operation to reflect any changes in volume or staffing assumptions

? Interval-level scheduling review and update if necessary

Rostering

? Lead the process of compiling an accurate roster that ensures each operational team has sufficient resources to meet their service level objectives consistently throughout each calendar month & for the whole calendar month

? Develop, implement & communicate processes that define standard rostering rules that ensure adequate staffing coverage, development time for ACs & a balance between employee lifestyle and business requirements is maintained

Pre-Day of Operation Planning

? Comprehensively prepare the Resource Planning team prior to the day of operation to avoid having to make major changes on the day of operation

? Develop, implement & communicate processes that ensure that pre-planned events & absences are entered into the Resource Planning system prior to the day of operation

Real Time Management

? Support Resource Planning manager and on-site duty management sub-team on the real-time control

Reporting

? Ensure the accuracy / integrity / punctuality of all reports and data collection on the scheduling and WFM area;

? Develop and manage the customized reporting functions of eWFM;

? Provide the reporting / data supports by eWFM;

? Maintain eWFM configuration for reporting

Historical Analysis

? Analyse the scheduling efficiency and effectiveness

? Staffing related analysis

Communication

? Establish and maintain mechanism of communication with relevant stakeholders;

? Deliver trainings to operation management and agents;

? Transparent communication of all scheduling issues;

Performance management

? Staffing productivity and performance monitor and reporting;

? Protect WFM KPI under productivity requirement;

Learning and Development

? Ensure that sub-team learning and development requirements are met in-line with Operational and Human Resources strategy

Customer / Client Management

? Protect the SLA contracted with clients

? Support Resource Planning manager to educate clients under AWP Ops and WFM strategies;

? Develop and maintain effective business relationships with key stakeholders across the business

New Business

? Provide supports to new business opportunities

安世联合（Allianz Partners），隶属于世界500强安联集团，是集救援与保险解决方案于一体的世界领先B2B2C服务提供商，致力于在国际健康与生活、旅行保险、汽车与救援专业领域提供全球保障服务。秉承以客户为中心的理念，安世联合的创新专家致力于提供面向未来的高科技，高触感的产品和服务，提供超越传统保险的全球解决方案，赋予保险服务全新的意义。通过安联救援，安联汽车，安联旅行及安联健康四个商业品牌，我们的创新解决方案与合作伙伴的业务实现无缝衔接，亦面向客户直接销售。我们的业务遍及全球76个国家和地区，拥有超过21,500名员工，提供70种语言的服务，每年成功处理超过6,500万个案件，专注于为世界各地的客户提供贴心保障。

安世联合大中华区于2003年正式进驻中国市场，成为***家外商独资救援公司。作为中国***家通过ISO9001:2008认证且于2017年取得ISO9001:2015新版认证的救援机构，安世联合已成为中国救援服务行业的领导者，并持续致力于通过覆盖全国的服务商网络和先进的信息技术提供更加卓越，高效，安全的解决方案，为客户创造更多价值。

我们提供超越传统保险的全球解决方案，赋予救援全新的意义，为我们的商业伙伴以及他们的客户和员工增加价值。
？在汽车领域，安世联合提供全方位的汽车保险与服务的一站式创新解决方案，及全新的数字化的体验，提高其客户对企业品牌的忠诚度。
？在健康领域，安世联合凭借国际化和地区化的专业技能推动健康管理和健康保险理赔服务的***实践。
？在旅行领域，安世联合在旅行救援服务业拥有60多年的专业经验，可以使用70种语言，通过全球网络帮助客户，全年365天，每周7天，全天候24小时随时待命。
？在家居及生活方式领域，安世联合致力于为您提供家居及生活方式的全方位服务，不仅通过多元化服务保障电器安全，更提供账户安全保障方案，为数字化生活保驾护航。

我们的企业规模不断扩大，但全球大家庭的理念始终如一。在安世联合，我们始终敞开我们的大门并保持开放性的思维模式。

加入安世联合大家庭
在安世联合，您也将成为安联集团的一部分。安联集团是世界***的金融服务提供商之一，业务遍及77个国家和地区，服务9,200万全球客户。安世联合的员工可以通过安联的培训、发展、网络、多元化和流动计划受益，发展他们的技能和专长。

我们为员工提供：
▲全球化的工作机会及视野
▲多样化的职业发展及晋升
▲人性化的福利制度和工作环境


我们始终坚持“随时随地，勇敢关爱”的企业使命，“心所系，共勇往”是我们的核心员工价值主张。我们拥有包容和尊重的文化，鼓励多样性的思维，提倡创新和企业家精神，我们坚持贯彻以人为本的管理理念。在安世联合，我们鼓励员工敢于探索未知、接受新的挑战。


如果你敢于伸出援手
如果你敢于挺身而出
如果你敢于表达关爱
如果你敢于奋勇向前
如果你敢于不计代价地去帮助别人
如果你敢于拥抱未知
如果你敢于开拓创新
如果你敢于释放全部潜能
如果你敢于探索新的领域


加入安世联合
这里会是你的理想家园。

One of Allianz entities, Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 76 countries, our 21,500 employees speak 70 languages, handle over 65 million cases each year, and are motivated to go the extra mile to help and protect our customers around the world.

We opened our China business unit in 2003 as a wholly foreign owned company in Beijing. As the first assistance company in China certified with ISO9001:2008; upgraded with ISO9001:2015 in 2017, today Allianz Partners is the leading provider of outsourced roadside services in mainland China. With our national provider network and advanced technologies, we’ve been consistently working on providing more excellent, efficient and secured solutions, creating more values for your clients and customers.

Our solutions go beyond traditional insurance, adding value to our business partners, their customers and their employees. Find out more about our products and services as below.

？For Automotive, Allianz Partners provides innovative one-stop solutions combining car insurance and services, as well as digital experience to help you build and sustain your business and reinforce your customer loyalty。
？For Health, Allianz Partners leverages its international and local expertise to promote best practices in health services.
？For Travel, with over 60 years of expertise in travel, Allianz Partners provides your customers with services in 70 languages through our worldwide network that is active 24 hours a day, 7 days a week, 365 days a year.
？For Home and Lifestyle, Allianz Partners provides you with home and lifestyle solutions that bring security, protection and peace of mind.

Even though the size of our company is rapidly expanding, our global family remains the same. At Allianz Partners, we always keep our doors, and our minds, open.

Join Allianz Partners Family
At Allianz Partners, you will also become part of Allianz Group. Allianz Partners is the world leading provider of financial services, presenting in 77 countries and regions, providing service to more than 92 million customers around the world. Allianz Partners’ employees can benefit from our training, development, networking, diversity and mobility programs to develop their skills and expertise.

We are providing：
▲Global job opportunities and perspectives
▲Diversified career development path and promotion
▲Caring welfare policy and working environment


We always adhere to the corporate mission statement of “Dare and care, anytime, anywhere”. “Wherever we care, together we dare” is our core employee value proposition. We have friendly environment fostering diversity of thinking with inclusive & respectful atmosphere. This is a place where people matter. In Allianz Partners, we encourage innovation and the start-up spirit to embrace new challenges.

If you dare to lend a helping hand
If you dare to show you care
If you dare to move forward
If you dare to help whatever it takes
If you dare to embrace the unexpected
If you dare to drive a different future
If you dare to unleash your full potential
If you dare to explore new territories
If you dare to…

Join Allianz Partners
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