上海招聘

Role Overview

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.

Core Responsibilities

• 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.

Key Qualifications and Experience

• Bachelor degree or above.
• Fluent in English and Mandarin.
• Minimum of 3 years 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.

Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.
携程集团（纳斯达克股票代码：TCOM）是一家领先的在线旅游服务提供商，旗下品牌包括Tirp.com，携程，天巡和去哪儿。携程集团能够整合复杂的旅游相关信息并通过其先进的移动端app，网站以及24小时无间断的免费客户服务中心提供旅游产品预订和服务，帮助商务和休闲游用户获取信息，降低成本。携程集团自1999年成立、2003年纳斯达克上市以来发展迅速，已经成为全球***的旅游服务提供商之一。