南京招聘

Role Overview

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

Core Responsibilities

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

- Real-time monitoring of staffing status and provide feedback to operation team if required

- Report daily/weekly/monthly variance analysis of forecast .vs. actual, volume verification

- Establish sales quotas for sales personnel using established guidelines to allocate targets and track performance towards attainment

- Establish personnel performance measurement using established guidelines to allocate targets and track performance towards attainment

- Work with operation groups to forecast volume trends, staffing & scheduling

- Collaborate with other departments to develop Key Performance Indicators of organizational results and efficiencies

- Improve reporting processes and reporting systems.

任职资格:

- Bachelor degree or above

- Have a minimum of 1 year‘s of relevant work experience, prefer management experience in call center

- Strong incoming volume forecasting and working knowledge of cycles preferred

- Advanced MS Excel skills required. MS Access or other database and forecasting skills preferred

- Solid knowledge of Erlang C formula

- Must possess excellent communication skills, attention to detail, and ability to multi-task projects

- Prefer a logical thinker

- Excellent English communication skill in both speaking and writing

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".