Regional Workforce Leader
2 weeks ago
Responsibilities:
Oversee Workforce Teams from Various Locations/GeoContinuously assess reporting, staffing, and scheduling policies and frameworks to guarantee optimal efficacy and efficiency.Provide proactive scheduling analysis and improvement suggestions, taking into account long-term 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 day-to-day administration of scheduling operations, analysis of real-time workload needs, and call routing.Prepare in-depth reports to be used across the centerPerform real-time 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 real-time, and historicallyCoach, 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 experienceSound technical knowledge of MS office productsPlanning and Organizational skillsAbility to work under pressureAttention to detailDemonstrated ability to analyze and interpret dataCommitment to ownership and accountabilityDemonstrated 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 objectivesStrong negotiation, analytical, commercial awareness and problem-solving skillsWell-developed technical skills, MS Office products and Call Center technologiesExcellent verbal and written communication skills
Education Requirements:
A bachelor's degree in Computer Science or Information Technology, plus related work experience, is required Please click the APPLY button or contact Ms.Quynh Chu at or to discuss further
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