Regional Workforce Leader

2 weeks ago


Hanoi, Hanoi, Vietnam Adecco Full time
Job LocationHanoi

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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