北京招聘

Key Roles and Responsibilities

We are looking for an enthusiastic, responsible, and detail-oriented Work Force Management Specialist with strong organizational and communication skills to join our Customer Service Team. This person will be responsible for our work force management optimization.

- Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volume

- Responsible for creating efficient schedules, processing and managing overtime and under time.

- Achieving daily, weekly, monthly & quarterly service level and efficiency goals.

- Watching real time queues and making real time skilling changes.

- Supporting the various other Work Force Management roles as needed.

- Monitoring handling times and adherence SLA under/over achievement.

- Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff to ensure that SLA’s are met.

Qualifications

- Associate degree or above

- Fluent in English and Mandarin.

- Minimum of 3years call center experience and/or minimum 1years’ WFM planning experience.

- Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.

- Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.

- Strong strategic thinking and the ability to work proactively.

- Very good analytical skills, ability to work lead and motivate teams.

- Extremely accurate in generating reports and presentation of data.

- Self-motivated and flexible in working hours according to workloads. Always stick with the timeline.

携程集团是全球领先的一站式旅游服务供货商，旗下品牌包括 Trip.com、携程、Skyscanner及去哪儿网。携程集团于1999年创立，2003年在纳斯达克上市（NASDAQ: TCOM），2021年在香港交易所正式挂牌（HKEX: 09961）。携程集团为世界各地旅客全方位搜罗及整合旅游信息，让用户可以轻松预订旅游产品及服务，做出最精明的选择。集团品牌已构建先进成熟的交易平台，包括移动客户端、网页，以及24小时全球客户服务支持。通过携程集团丰富的产品及创新的营销策略，合作伙伴及供货商得以接触快速增长的全球用户。携程集团一直毋忘初衷，秉承「追求完美旅程，共建美好世界」的宗旨，致力为所有用户打造完美的旅行体验。
Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group helps travellers around the world make informed and cost-effective bookings for travel products and services, and enables partners to connect their offerings with users through the aggregation of comprehensive travel-related content and resources, and an advanced transaction platform consisting of apps, websites and 24/7 customer service centers. Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group has become one of the best-known travel groups in the world, with the mission "to pursue the perfect trip for a better world".