Thailand · Bangkok
Key Responsibilities
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Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
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Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
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Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set
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Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
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Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met
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Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
Skills & Experience
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7+ years in call center workforce management experience and team management
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Experienced in forecasting, capacity planning and real-time workforce management.
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Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills
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Proven ability to coach to, and drive for, results and provide strategic value and strong project management skills
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Proficient with system reporting and scheduling tools as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)