Workforce Operations Manager

Job Summary

Gear Inc. is seeking a highly skilled Workforce Operations Manager to join our team in Danang. As a key member of our operations team, you will play a critical role in evaluating business processes, anticipating requirements, and implementing solutions to drive efficiency and effectiveness.

Key Responsibilities

• Workforce Planning: Develop and implement workforce management strategies to ensure adequate coverage, analyze call volume data, and create schedules that balance workload and employee preferences.
• Training and Development: Train new members on WFM procedures and policies, ensuring they receive comprehensive training on the company's WFM software, policies, and procedures.
• Performance Management: Evaluate members' performance, provide feedback, and set employee goals to improve performance and regularly conduct performance evaluations.
• Process Improvement: Identify areas for improvement and implement changes to optimize the efficiency and effectiveness of the workforce.
• Data Analysis: Analyze data to optimize staffing levels and schedules, using historical data and trends to predict future business volume and forecast future staffing needs.
• Collaboration: Work closely with other departments, such as customer service and operations, to ensure staffing levels align with business goals and objectives.
• Reporting and Analysis: Provide high-level analysis and insights to support business decisions.

Requirements

• Education: Bachelor's degree in Computer Science or Information Technology.
• Experience: Minimum 2 years of experience in a similar role.
• Skills: Proficient in programming languages such as HTML/HTML5, CSS/CSS3, and JavaScript/jQuery, PHP; proficiency in MS Tools, Google Suite, Spreadsheet, Power BI, Data Studio, or other database management systems.
• Soft Skills: Excellent communication and interpersonal skills, detail-oriented with the ability to multitask in a fast-paced environment, critical thinking skills, problem-solving skills, and the ability to remain calm under pressure.

Benefits

• Compensation and Benefits: Attractive salary, night shift allowance, and annual salary review; premium healthcare and mental health care service, 100% covered by the company.
• Working Environment: International, fun, and professional working environment; open and honest culture where people are valued, treated fairly, and trusted and empowered.
• Training and Development: Continuous and professional training to fully develop your potential.