Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking

Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking. Selamat pagi untuk pengunjung setia yang sedang mencari pekerjaan. Semoga tidak berhenti untuk mencari pekerjaan yang sesuai dengan spesialisasi Anda. Memang kadang mencari pekerjaan yang cocok sangatlah tidak mudah di tahun 2014 ini. Pada kesempatan ini admin akan memberikan info Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking. Berikut info lebih detail mengenai Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking.

Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking

Berikut ini adalah persyaratan yang harus Anda penuhi untuk melamar Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking yang dibuka pada awal bulan ini:

Generate long term / short term forecast for scheduling purpose based on historical data and generate new forecast when current day forecast has high deviation from actual

Manage scheduling processes, proactive approval and denial of discretionary activities such as Trainings, Coaching, Annual Leave as well as maximizing efficiency and occupancy while meeting service objectives

Lead weekly and daily staffing review meetings with operations detailing previous, current and following week performance to ensure adequate coverage and acceptable impact to operations, while also identifying risks

Intraday and real time management of scheduling procedures, analysis of real time workload requirements by adjusting workforce requirements based on dynamic forecast and real time activities to minimize over or under staffing situations

Schedule town hall sessions, ad hoc refresher / product training and other exceptions based on availability and input from operations

Review scheduling efficiency by providing recommendations on maximizing the efficiency of operations from resource allocation perspective

Administration of setup and utilization of WFM software and manage employee information changes

Responsible in preparing and justifying headcount requirements for line of business (new and existing) based on data analysis and in relation to actual and forecasted call volume

Ensure staffing requirements for the contact center are met and resources are optimized at all times by closely monitoring and tracking the actual resources available against required. Engage with new hires on schedule process

Collection, Reporting and Analysis on agent and center performance statistics

Recommends operational and support improvements and to work closely with operations to understand business needs and how that can be accounted for in the forecast and scheduling

Requirements:

• Candidate must possess at least a diploma or degree in any field.
• Minimum 5 years call center experience out of which at least 3 years in a Work Force Management function
• Must possess an in-depth understanding of call center metrics
• Familiar with forecasting techniques and processes
• Familiar with WFM System preferable Genesys WFM
• Excellent Microsoft Office skills – At least advance level for Excel and PowerPoint
• Ability to analyze data and provide detailed and accurate reports
• Good communication skills, both spoken and written in English and Bahasa Malaysia
• Possess high standards and work quality, results-oriented and able to cope with fast-paced environment
• Good tardiness track record, self-motivated and must be able to work under minimal supervision

Application Procedure:

Those interested are invited to apply online

Only shortlisted candidates will be notified.

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Lowongan Kerja Subang September 2014 Team Leader, Workforce Management, Maybank Group Customer Care Malayan Banking 2014-08-23T08:46:00-07:00 Rating: 4.5 Diposkan Oleh: Anonymous