重庆招聘

Job Description

§  End to End responsibility of Client and Internal Reporting, resource management, from forecasting, capacity planning, to scheduling.

§  Responsible for delivering against client SOWs and SLAs – Must have in depth knowledge of call center and back office operations and metrics like Grade of Service to FTE requirement ratios, productivity and utilization drivers, different billing environments etc. Providing Root Cause Analysis for SL deviations.

§  Efficient Utilization plans for both voice and data projects through efficient scheduling and cross utilization.

§  Support to Project DPE/PEs for data analysis and improvement projects.

§  Supporting the DPE on HC productivity improvement and cost reduction projects.

§  Supporting Project Managers in identification, measurement internal reporting of KPIs.

§  Lead WFM team to improve on forecast accuracy, scheduling flexibility.

§  Understanding the Information Management system in place and providing better solutions for effective analysis and reporting which is specific to every project.

§  Known statistic skills and knowledge on how to forecast accurately

§  Has the tools skills and knowledge like IEX and Genesys

§  Leading automation projects to reduce reporting and data consolidation workload.

§  Proper Documentation of all WFM processes/ Reports for 100% Audit compliance. Ensuring appropriate access controls and security checks needed for safe guarding the confidential data handled by the WFM

§  Working under tight deadlines with minimal supervision

§  Leadership to monitor and support cross site’s WFM work in the field of forecasting, capacity planning, and scheduling.

§  Responsible to timely action on Client’s request related to WFM Part

Job Requirements

§  At least 5+ years call center working experience

§  3+ years’ experience as a WFM/forecasting/Scheduling/Capacity Planning/Reporting

• Extensive knowledge/experience in Forecasting, Capacity Planning and Scheduling process

§  Demonstrated leadership, managerial and project management ability

• Ability to understand the service, quality, cost, and end-user/client satisfaction implications of operational decisions

§  Excellent Knowledge of MS Excel, PowerPoint, Access etc.

§  Excellent English communication skills

§  Advanced business analyst skills

§  Some knowledge in programming VBA, C++, Lotus scripts preferred.

Concentrix（纳斯达克股票代码：CNXC）是一家领先的科技型全球商业服务公司，专门为包括超过95家全球财富500强客户，和超过90家全球颠覆性高增长客户在内的全球品牌，提供客户参与提升和业务绩效改善服务。每一天，我们来自全球6大洲、40多个国家的员工都在交付优质的客户体验，帮助客户公司更好地与消费者建立连接。

我们创造更好的业务成果，并通过技术、设计、数据、流程和人员帮助我们的客户脱颖而出。Concentrix为关键垂直行业的客户提供服务：科技和消费电子、零售、旅游和电子商务、银行、金融服务和保险、医疗保健、通信和媒体、汽车，以及能源和公共部门。

迄今为止，Concentrix中国已拥有大连、重庆、佛山、北京、上海、深圳、苏州、贵阳和西安9个运营、开发与销售中心，在职员工超1万人。在保持全球一致性的同时，我们能够兼顾中国地区的市场差异，为多个国家和地区的客户提供消费者互动解决方案，涵盖客户关系管理、商业分析与洞察、流程自动化、财务与资产管理、咨询、IT服务、技术资产、数字化营销等多项服务。