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Regional Workforce Leader
2 weeks ago
Job typePermanent
SalaryNegotiable
Theo lĩnh vựcHuman Resources
Experience1-3 Năm
IndustryBusiness Consulting
Job summary:
Adecco's client, a global service provider and consulting company, is looking for a Regional Workforce Leader in Hanoi
Responsibilities:
- Oversee Workforce Teams from Various Locations/Geo
- Continuously assess reporting, staffing, and scheduling policies and frameworks to guarantee optimal efficacy and efficiency.
- Provide proactive scheduling analysis and improvement suggestions, taking into account longterm planning, staffing strategies, scheduling and bidding techniques, and headcount requirements.
- Conduct personnel review meetings with management and intraday analysts, outlining performance from the previous and current week, performance projections, and pointing out potential hazards.
- In order to monitor performance to service level standards, oversee the daytoday administration of scheduling operations, analysis of realtime workload needs, and call routing.
- Prepare indepth reports to be used across the center
- Perform realtime workforce management, directly supervising a team of real time analysts and schedulers.
- Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in realtime, and historically
- Coach, train, and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources
Experience requirements:
- At least 2 years of relevant experience
- Sound technical knowledge of MS office products
- Planning and Organizational skills
- Ability to work under pressure
- Attention to detail
- Demonstrated ability to analyze and interpret data
- Commitment to ownership and accountability
- Demonstrated ability to draw on diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives
- Strong negotiation, analytical, commercial awareness and problemsolving skills
- Welldeveloped technical skills, MS Office products and Call Center technologies
- Excellent verbal and written communication skills
Education requirements:
- A bachelor's degree in Computer Science or Information Technology, plus related work experience, is required
Contact Person:
Quynh Chu
Adecco
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