Lowongan terbit 3 tahun lalu
PT. Soyaka Cerdas Kaya (Shox Rumahan)Membuka LowonganWorking Management Leader
PT. Soyaka Cerdas Kaya (Shox Rumahan) democratize & bring ecommerce to next 200M unbanked users in Indonesia.
Ringkasan
- Tingkat Pendidikan :
- D3, S1
- Gender :
- Pria/Wanita
- Status Kerja :
- Full Time
- Besaran Gaji :
- Kompetitif
- Lokasi Kerja :
- Jl. Monjali, Kota Jogja, DIY
Deskripsi Pekerjaan
- Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/ business objectives.
- Perform continual analysis of current
performance (noting recent historical trends)
and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a
multi-site operation. - Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
- Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Provide daily/intra-day performance reports to leadership
- Other related duties as assigned.
Syarat Pekerjaan
- Complete understanding of overall operational activities including phone, email, chat, community and social media support.
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
- Capacity Planning experience is preferred.
- Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
- Ability to perform forecasting in acontact center environment and schedule to those needs is a must
Kirim Lamaran
- Formulir :
- http://bit.ly/BeShox
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