Senior CWFM Analyst

任职要求

<p><strong>Job Description:</strong></p><p>We are seeking an experienced Centralized Workforce Management Supervisor to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement.</p><p><strong>&nbsp;</strong></p><p><strong>Key Responsibilities:</strong></p><p><strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </strong>• Manage the daily operations and maintenance of the global Workforce Management System, ensuring system stability and reliability.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Forecast business volume for the next 3, 6, or 12 months, and plan staffing and scheduling based on the forecasted volume.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Monitor staffing status in real-time and provide feedback to the operations team as needed.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Collaborate with operations teams to forecast volume trends, staffing, and scheduling.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Analyze business needs, develop system optimization plans, and drive implementation.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Collect user feedback, conduct system performance analysis, and propose improvements.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Participate in the design and testing of new features to ensure system functionality meets business needs.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Develop and maintain system operation procedures and documentation.</p><p><strong>&nbsp;</strong></p><p><strong>Qualifications:</strong></p><p><strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</strong> • Full-time Bachelor’s degree or above.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Minimum of 5 years of relevant work experience, with preference for management experience in a call center.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Strong incoming volume forecasting ability and deep understanding of cyclical work preferred.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Advanced MS Excel skills required; MS Access or other database and forecasting skills preferred.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Solid knowledge of Erlang C formula and its application.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Excellent communication skills, attention to detail, and ability to multitask.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Excellent English communication skills, both spoken and written.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Global project management experience is a plus.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; • Familiarity with data analysis tools and technologies is a plus.</p>