成都招聘

Data Analysis and Recommendation Formulation

· Monitor and review volume pattern for existing clients. Update forecast based on historical data to compare with forecast provided by the client (if any)

· Determine overtime hours for understaffing, additional time off for overstaffing

· Track shrinkage or off-phone activities for accuracy of staffing recommendations

· Come up with staffing recommendations (hiring and movements) to meet service level utilization target, and determine financial impact on the business

· Determine capacity per agent, per workgroup, per center, determine volume allocation between the two centers based on capacity

· Calculate for staffing requirements and create schedules that meet the defined service level, revenue goals, and operating and budget parameters

· Analyze performance, forecast accuracy and schedule efficiency; identify challenges and opportunities for improvement

Report Generation and System Update

· Update FTE and team list information

· Create training and meeting schedules for optimizing agent availability

· Generate forecast, schedules, and capacity reports

Coordination with other units

· Coordinate shift bids, administer schedule assignment process

· Coordinate/administer schedule adjustments, schedule exceptions, schedule trade/shift swap with RTA Team

· Regularly communicate with client,Ops and other units in WFM regarding forecast, staffing and capacity numbers

Management Support

· Perform other tasks that may be assigned from time to time

Minimum Requirements:

Education and Experience

· 5 years of college education in any business-related course

· At least 1 year work experience as a Real Time Analyst or have a solid background on Workforce Management in a contact center environment

Competencies:

Professional/Technical Knowledge

· Thorough knowledge of contact center and customer service operations

· Working knowledge of computer applications, including MS Word, Ms Excel, etc.

· Knowledge in the use of workforce management software and other telecommunication systems (i.e., Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and call monitoring system) PREFERRED

· Knowledge on forecasting models, trends, analysis, and scheduling methodology and parameters PREFERRED

Behavioral

· Integrity

· Customer focus

· Innovative

· Good time management skills and able to multi-task

· Good communication and interaction skills

· Excellent analytical and quantitative skills

· Self-motivated and a team player

· Adaptable to change and able to work under pressure

· Strong interpersonal and customer service skills

· Technology savvy

Motivational Fit

· Willing and able to work on a fixed graveyard shift

维音数码/维音信息（vision-x,inc.）是专业的呼叫中心外包提供商和crm软件开发商，总部位于美国，提供电话营销/客户服务/市场调查/inside sales/crm软件开发等多种服务。维音为许多世界500强企业及多家大中型跨国企业提供专业服务。

维音在中国共有13家分公司，拥有座席10000余个，分别为不同国家的客户提供英语、中文、日语、韩语、泰语、印尼语等多语种服务。能为客户提供360度全方位的客户服务业务，包括市场调研、电话营销、售后服务、客户关怀和信息咨询等。维音的每个运营中心都拥有一批忠诚、敬业、专业化的管理人才和技术专家，具备与国际接轨的质量管理体系。强大的技术创造和技术开发能力使我们拥有强大灵活的业务服务和技术服务平台，能够为客户提供各种量身定制的解决方案。

成都分公司：四川成都高新区天府大道中段天府软件园C8号楼8楼
电 话: 86-028-85375000
传 真: 86-028-85375100