天津招聘

Job Description:
· Responsible
for generation and publication of daily, weekly CS(Customer Specialist客服)
Capacity planning reports.
· Accountable for the creation of CS daily/ weekly
schedules based on the contact forecasts received weekly. Determine the
appropriate staffing levels that are needed on a daily/weekly/ basis to achieve
target service levels. Generate and communicate weekly/monthly rosters schedule
for CSAs.
· Monitor and manages daily capacities and Service level
management. Ensure that daily/weekly/monthly shifts are optimally planned to
meet customer needs whilst taking into account the CSAs' working hours and
vacation requests.
· Provides communication to Operations regarding over and
understaffing and gives direction regarding actions to be taken.

· Responsible for reporting on service level misses and the completion of
root cause analysis and dive deeps for variances versus plan.
· Communicate
and interface effectively with Operations and Support functions to provide
internal customers with information/data needs in a timely manner.

Basic Qualifications:
Ability
to think clearly, analyze quantitatively, problem-solve and prioritize.

Strong bias for action and ability to prioritize with a hands-on attitude.

Innovative, team oriented, and an effective communicator.
Candidates
must be able to think and act both strategically and tactically.

Ideas-driven and creative in finding solutions/ designing improved methods,
systems and processes.
Attention to detail and high capability for data
mining and analytical work.

Preferred Qualifications:
With
planning/forecasting background with prior headcount, shift planning and
Rostering experience.

主要职责：
·负责日周客服人力排配报表制定和公布
·根据每周服务需求预测制定客服人员日/周计划表；为了达成日/周/月服务级别目标，决定合适的人力安排；跟客服人员沟通并执行计划表
·监督和管理每日人力排配和服务级别；确保日/周/月人力排配能满足客户需求，并将客服人员的标准工时和假期考虑在内
·与运营团队沟通客服人员过剩或不足情况；对要采取哪些行动去改善这种情况给出明确的方向
·对服务级别降低情况做出报告，深究原因做出分析并提供避免服务级别降低的计划
·有效地沟通运营部门和其他服务部门去及时提供数据和其他信息给内部客户

任职要求：
·思维清晰，分析能力强，能够按照问题优先紧急顺序解决问题
·行动能力强，亲力亲为
·有创新能力和团队合作精神；有效沟通者
·须具备前瞻性和灵活做事的能力
·建设性和创造性地找出问题的解决方法；提出改善措施，优化系统及流程
·注重细节，较强的数据统计能力和分析能力

优先考虑人选：
具有根据服务需求预测排配人力，班次和值班人力的工作背景

工作地点：成都市高新区世纪城南路216号的天府软件园区(有班车)

简历投递：yinglee@amazon.com