call center呼叫中心排班师/WFM(千灯湖地铁站）

职位类别： 软件工程师

Job Responsibilities：
1)End to End responsibility of Client and Internal Reporting, resource management, from capacity planning, hiring tickets to production;
2)Responsible for delivering against client SOWs and SLAs – Must have in depth knowledge of call center and back office operations and metrics like Grade of Service to FTE requirement ratios, productivity and utilization drivers, different billing environments etc. Providing Root Cause Analysis for SL deviations;
3)Efficient Utilization plans for both voice and data projects through efficient scheduling and cross utilization;
4)HC, seats and PC consolidation and planning for the projects;
5)Support to Project DPE/PEs for data analysis and improvement projects;
6)Supporting the WFM Manager on improvement and cost reduction projects;
7)Supporting Project Managers in identification, measurement and internal reporting of KPIs;
8)Understanding the Information Management system in place and providing better solutions for effective analysis and reporting which is specific to every project;
9)Timely and accurate reporting of all internal and client metrics to the local and global Management teams;
10)Leading automation projects to reduce reporting and data consolidation workload;
11)Efficient Co-ordination with the HR, Hiring, and Finance, IT, RESO and procurement teams for information management;
12)Proper Documentation of all WFM processes/ Reports for 100% Audit compliance. Ensuring appropriate access controls and security checks needed for safe guarding the confidential data handled by the WFM team.  


Requirements:
1)Associate's Degree/College Diploma;
2)At least 1year experience in MIS reporting in a outsourcing business will be a plus;
3)At least 1year experience in experience as a WFM/Scheduling/Capacity Planning Team member;
4)At least 6 months’ experience in Excellent Knowledge of MS Excel, Power point, Access etc.;
5)Basic knowledge in Some knowledge in programming VBA, C++, Lotus scripts preferred;
6)English: can communicate by email & chat, and simple oral English.


工作时间：
9:00-18:00, 周一到周五，周末双休


薪资福利：
1)第13个月固定奖金；
2)享有带薪假期10-12天，婚假，产假；
3)公司按国家政策为员工缴纳六险一金，每年公司组织大型体检等福利；
4)舒适的工作环境，不定期的公司、团队活动；
5)公司提供全方位的技能培训如：职前培训、在职培训、晋升培训，为员工提供通畅的晋升通道。


保密承诺：Concentrix对收集的应聘人员个人信息资料，严格遵守Concentrix个人信息保护管理体系的相关管理制度和员工保密协议，对应聘人 员提供的个人资料保守秘密，严防丢失、泄露、损毁的事件发生。使用目的仅限于与应聘人员联络、考核及入职后的管理之用，如未被录用在Concentrix 内部销毁绝，不用于它途。

• 年龄要求： 不限
• 语言要求：不限