重庆招聘

职位描述：
Job Summary

The Workforce Management Analyst will be working in a fast paced, dynamic department responsible for creating and maintaining staffing for AppleCare Advisors that will minimize customer wait time while balancing service level requirements, operational factors, headcount and relief. The Analyst will ensure optimal queue coverage by partnering closely with leadership and management team to coordinate and schedule trainings, group events and maintain vacation.

In addition, the ideal candidate will need to utilize their analytical and problem solving skills in a variety of ways to support tools to drive processes to improve and maximize staffing efficiency and improve overall cost. The analyst will need to be able to dissect data to effectively communicate staffing performance and drive KPI discussions with leadership and management teams. The role will require the candidate to work closely with multiple stakeholders across the AppleCare organization.

Key Qualifications

- Minimum 3 years experience with Aspect eWFM and eWFM Administrator
- Complete understanding of Workforce Management process flow including forecasting, capacity planning and scheduling
- Experience with call flow technologies and strategies
- Intermediate to advanced Microsoft Excel skills
- Excellent verbal and written communications skills in English and Mandarin
- Comfortable with presenting and communicating with different levels of business stakeholders
- Strong data analysis and understanding of databases
- Project Management skills
- Proven ability to effectively organize, prioritize and handle multiple assignments simultaneously and meet deliverables under tight deadlines
- Ability to work cohesively within a team
- Results oriented, highly motivated self starter with the ability to work independently with minimal supervision

Description

Generate and maintain optimal schedules that meet customer demand utilizing Aspect eWFM tool while adhering to defined timelines, processes and operational factors
Provide analysis to identify any staffing gaps and provide recommendations to the business to drive productivity
Analyze, interpret and summarize complex data analysis relating to call center staffing and technologies
Prepare and present reports, forecasts, trends and recommendations across different levels in the organization
Drive and implement processes across the team and the business that improve service levels, productivity and customer satisfaction

Education
Bachelor

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