长沙招聘

Ensure call center operation support is maintained within service level agreements for all projects

-By leading Scheduling team to adequately staff some projects by
? Forecasting.
? Scheduling.

-By leading RTA team to ensure Service level objectives are met on a daily basis by
? Queue Management
? Project real time issues control / reminding to OPS timely
? Attendance/adherence report
? Billing information tracking by daily basis and send it to finance on monthly basis

-By leading reporting team to meet requirement of operations/management/other departments
? To co-ordinate & understand operational requirements and deliver timely reports on a Daily/Weekly/Monthly basis.
? To understand requirement for management & provide site level / Program level reports.
? To provide ad hoc analyses, formulate conclusions, and present conclusions to management.
? To work with ops team for creating incentive & commissions structure.
? To provide finance with monthly billing data for each program
?
-Support OPS to determine long-term headcount & staffing requirements
? By Capacity Planning / Ramp up Planning

-Participate in strategic business planning
? Work on cross-functional teams to support various projects

- Regular review with OPS team and client

-People management
? Determine headcount & staffing requirements.
? Create and maintain scheduling/RTA/reporting procedures
? WFM team development
? Succession Planning/RTA management/ reporting management
-Internal process build up and improvement


Requirement:
? 3- 6 yrs of managerial experience in workforce or operation
? Bachelor's degree or above
? Analytical skills
? People management.
? Time management.
? Ability to multi-task, adapt to change, and achieve results with accuracy and precision
? Strong Leadership skill
? Knowledge of Workforce Management Software
? Thorough knowledge of Ms Office
? Good at communication & comprehension

维音简介
作为全球优质的一站式客户联络中心解决方案与服务提供商之一，维音致力于集成先进的技术和精细化管理，打造科技赋能的客户联络中心。目前，维音在全球已拥有40余处交付中心，广泛分布于亚洲、北美洲、欧洲、中美洲等地区，提供超25语种服务，服务业务领域包含新兴科技、电子商务、品牌零售、银行金融、汽车等20余行业。
维音以云联络中心平台、人工智能、客服外包为核心主业，持续加大科技投入，增强科技赋能的水平与成效，努力实现让顾客体验温暖，让员工持续成长的使命，为行业发展做出贡献，让更优质联络服务触手可及。

如在提交企业信息字数不够时，可增添以下信息，如字数够，以上维音简介即可。
？    价值观
诚信、创新、卓越、合作
？    使命
让顾客体验温暖，让员工持续发展
？    愿景
科技创新服务，让联络更智能
？    社会责任
我们致力于打造行业标杆，创造社会价值：
？    我们推进绿色运营，加强企业精细化管理，致力于打造持久可靠的健康安全环境和低碳环保的绿色职场工作环境，推动可持续发展；
？    我们始终秉持诚信立企，坚守合规经营，恪守商业道德，遵守适用的法律法规，营造一个更富成效的服务体系；
？    助力员工持续成长，为员工提供全面的培训与发展体系、安心的工作环境以及完善的福利与关怀举措，鼓励每位员工用自身行动去诠释社会使命和职业担当，与员工共享可持续发展价值；
？    与客户、合作伙伴建立长期稳定的合作关系，一起携手推进健康安全理念和管理水平的不断提升，协同成长形成互信、稳定、可持续的“共赢”关系，共创价值。