岗位职责:

Monitor and analyses the workforce requirements of ASPAC Global Contact Centers including scheduling and intraday traffic monitoring. This would include volumes, patterns, channel volume, staff productivity and resource allocations. Work in close partnership with company Operations leaders at insourced and outsourced locations to ensure our site operations are running optimally and efficiently, ensuring that our service and productivity metrics are met. Create schedules that will be used for capacity planning within the contact center. Produce schedules plans that directly impact the resource levels to meet service standards, including attendance and adherence matters as well as proactively manage changes in shifts. Partner with operations leadership and/or Service Provider in decision making for any unplanned resource challenges.

1、Research information and input information into IEX and Excel that is utilized to create short term forecasts (within 30 days)

2、Load approved schedule changes into IEX, communicate overtime and downtime needs to Service Communities

3、Short term forecasting (volumes, handle time, shrinkage), responsible for making adjustments to monthly forecast that reflects changes to the incoming workload

4、Determine workforce needs by interval and make adjustments to staffing levels for “same day” and future days

5、Monitor all work types and ensure we are meeting stated SLA’s

6、Manage rules in EEM software

7、Administration of workforce planning application (IEX) including but not limited to: master schedules and intra-day forecasts

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

任职资格:

1、1-2 years of contact center workforce experience with a strong emphasis on forecasting and scheduling or intraday monitoring preferred.

2、Bachelor’s Degree Statistics, Business, or other related field preferred.

3、Workforce Management Certification preferred.

4、Strong Excel, Access, PowerPoint skills required.

5、Experience with workforce management systems such as IEX or similar platform preferred.

6、Experience with workforce optimization software such as EEM or similar platform preferred.

7、Understanding of call distribution and short term (by half hour) forecasting.

8、Ability to present forecasting information into usable, easy to understand information “tell the story”.

9、Strong verbal and written communication skills required.

10、Ability to communicate effectively with multiple stakeholder teams.

11、Able to implement operational SOPs that provide clear line of sight and the necessary call to action to key stakeholders.

12、Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.

13、Must be open minded and be able to adapt to a fast paced, changing environment.

14、Proven ability to creatively problem solve in a dynamic, high pressured atmosphere.

广东南油对外服务有限公司（以下简称：广东南油外服）是一家具有33年历史的全资国有控股企业，由中国人力资源服务领域规模最大的上海外服（集团）有限公司和中国南海石油联合服务总公司共同组建，注册资本2000万元，总部设立于广州，并在深圳、佛山、东莞、珠海、中山、江门、湛江、汕头、清远、从化等地设立了分公司，是广东最早涉猎人力资源服务行业的企业之一，服务进入广东投资的世界500强企业超过100家，客户涵盖各行业的知名外企、国企和民企，总量超过4500家，雇员人数超过10万人，2017年度营业收入近50亿元，纳税额近3亿元。公司现有员工超过250名，其中本科以上学历占比超过75%，平均年龄30岁左右，近20%拥有中级以上技术职称，队伍呈现年轻化、专业化特点。

广东南油外服已在业内率先通过国际知名认证机构挪威船级社（DNV）的ISO90001：2015质量体系认证，遵循“客户的期望就是外服人的追求”的质量方针，荣获“全国人力资源诚信服务示范机构”、“广东省诚信人力资源服务示范机构”、“广东企业500强”、“广东省自主创新标杆企业”、“广东省青年文明号”等诸多荣誉，还是中国对外服务工作行业协会常务理事单位，广东省人力资源研究会监事长单位，广东省人才交流协会、广东省服务外包产业促进会、广州人力资源服务协会、广州服务外包行业协会副会长单位，在广东乃至华南地区具有较强的品牌影响力和领先的市场地位。