Workforce Optimizaion Management Support 呼叫中心综合绩效管理系统支持

Task Description
Workforce Management Implementation
-    Provide transparency to all stakeholders (scope, time, budget, risk, quality etc.) 
-    Conduct requirement gathering with key stakeholders and support users to develop a business requirement document(BRD)
-    Identify optimization and best customer experience opportunities through the Dialer system
-    Support the execution of all project related tasks according to plan 
-    Identify and resolve/ manage issues and constraints regarding time, cost, risks, deliverables, quality and coordinate with line management for solving those issues
-    Manage the testing cycles and ensure a proper schedule is developed and sign-off completed
-    Evaluate results after implementation, lessons learned and key findings 
-    Ensure training materials are developed and training is delivered
Workforce Management Maintenance
-    Analyzing and interpreting past and current call volume data to help contact center supervisor to forecast call volume, determine staffing needs, create accurate schedules, provide insight into the trends and ensure service levels, customer satisfaction goals are met.
-    Manage real time adherence, monitor skills and ACD software to ensure resources are being utilized to provide optimal service levels for customers.
-    Provide tailor-made dashboard and scorecard to business units on monitoring and measure the KPI, provide complete view of contact center performance. 
-    Support on using Coaching tool to setup to train and monitor agents in order to maintain or increase performance.
-    Support on using the Quality Management Tool to capture voice and window interactions based on business rules to keep improving customer service quality of contact center.
-    Issue troubleshooting and resolving
-    Document, track, and monitor problems to ensure a timely resolution
-    Maintain strong relationships with Operations, vendor(s), IT support, and CCT team to allow for effective growth and improvements 
Adhoc Tasks
Lead or participate in ad-hoc projects/tasks for the purpose of achieving Operations and MBAFC strategic and operational business objectives
 

Qualifications
Training and Qualification:
-    Bachelor or higher degree in finance, business administration or related fields
-    Excellent English skill for both written and spoken
-    Demonstrated ability to deliver results to the appropriate quality and timeline metrics
Technical Knowledge:
-    Contact center platform management experience is preferred
-    Knowledge of project management approaches, tools and phases of the project lifecycle, PMP certified is plus
-    Solid knowledge about Microsoft Office applications
-    Operational knowledge of reporting tools and data extraction
Managerial knowledge:
-    High degree of personal and professional integrity, accountability and credibility
-    Can handle complexity and is solution oriented
-    Excellent people management & organizational skills
-    Assertive, proactive & independent thinking and result-driven 
-    Self-motivated and a good team player
-    Excellent communication & collaboration negotiations skills
-    Excellent problem management skills
-    Ability to work with dead lines & stability when under pressure 
Experience:
-    5+ years experience in  customer contact center environment with a good understanding of the processes, systems and technologies available
-    2+ years financial industry experience, particularly in Operations

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