Workforce Schedule Planner

Customer Excellence Shanghai, China


Description

WHAT YOU'LL DO
• Manage the right balance between workload and staffing from a short-term perspective
• Work with global teams to create and validate working schedules that will ensure desired service levels
• Optimize schedules through over/under analysis, taking into account the variables that affect call volume forecasts
• Optimize staffing levels, proactively monitoring availability and deficiencies
• Monitor and analyze schedule adherence
• Monitor and report shrinkage trends

WHO YOU ARE
• Fluent in English
• Over 1 year related working experience
•WFM experience in a multi-channel customer service environment preferred
• Experience with scheduling software
• Strong Microsoft Excel skills
• Excellent communication skills
• Ability to manage large volume of information
• Strong analytical and problem solving skills
• Highly organized
•Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team