Workforce Operations Manager

Gear Inc. is seeking a highly skilled Workforce Lead 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.

• Workforce Planning and Scheduling: Analyze call volume data, forecast staffing needs, 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.
• Process Improvement: Identify areas for improvement and implement changes to optimize workforce efficiency and effectiveness.
• 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.

• Education: Bachelor's degree in Computer Science or Information Technology.
• Experience: Minimum 2 years of experience in a similar role.
• Skills: Proficiency 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.
• Personal Qualities: 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.

• Salary and Benefits: Attractive salary, night shift allowance, and annual salary review; premium healthcare and mental health care service for you, 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.

Working Location: Thanh Khe, Da Nang.

All interested candidates are welcome to apply. Please send your English resume expressing your interest to us.