Thailand · Bangkok
Key Responsibilities
-
Actively and consistently support all efforts to simplify and enhance the customer experience
-
Responsible for reacting to the re-forecasted requirements throughout the day to ensure staff is adjusted to the trends
-
Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity
-
Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Sales & Retention Organization
-
Deploy and manage eWFM or other workforce management technologies
-
Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs
-
Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)
-
Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.)
Skills & Experience
-
10+ years in call center focusing in workforce management experience
-
Full understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
-
Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills
-
Excellent written/verbal/interpersonal communication skills to communicate and interact effectively with customers and co-workers