Thailand · Bangkok
Key Responsibilities
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Leads the workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams
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Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business
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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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Partners with training and operations to coordinate all required training for the customer care center
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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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5 years in call center workforce management experience
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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)