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 manage employee schedules to ensure adequate coverage, analyzing call volume data and forecasting staffing needs to create balanced workloads.
  • Train new members on Workforce Management (WFM) procedures and policies, ensuring they receive comprehensive training on company software, policies, and procedures.
• Performance Management
  • Evaluate member performance and provide constructive feedback, setting employee goals to improve performance and conducting regular performance evaluations.
• Process Improvement
  • Develop and implement policies and procedures related to workforce management, identifying areas for improvement and implementing changes to optimize efficiency and effectiveness.
  • Analyze data to optimize staffing levels and schedules, using historical data and trends to predict future business volume and forecast future staffing needs.
• Collaboration and Communication
  • Work closely with other departments, such as customer service and operations, to ensure staffing levels align with business goals and objectives.

Requirements

• A bachelor's degree in Computer Science or Information Technology and related work experience.
• Minimum 2 years of experience in a similar role.
• Proficiency in programming or web development 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.
• 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.
• Ability to work flexible hours and shifts as needed.

Benefits

• Attractive salary, night shift allowance, and annual salary review.
• Premium Healthcare and Mental Health Care service, 100% covered by the company.
• Extra bonus for personal events and a baby box for staff welcoming a new baby.
• Annual health check and annual flu vaccination.
• Summer vacation (paid days off and bonus).
• Paid leave (12 days/year).

Working Environment

• 5 shifts per week, amounting to 40 hours (Monday-Sunday), arranged by the company.
• International, fun, and professional working environment.
• An open and honest culture where people are valued, treated fairly, and trusted.
• Modern hardware (laptop and other equipment provided).
• Free drinks (coffee, tea, etc.).
• Nap room for a quick rest.
• Training and career development opportunities.

Working Location

Thanh Khe, Da Nang.