行业：Computer / Information Technology
职位：IT-Network / Sys / DB Admin
部门：
人数：若干
性质：Full Time
性别：Male
婚姻：No marital status restrictions
学历：Open to all levels
经验：不限
年龄：18岁以上
待遇：面议
Job Description
Ensures Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.Works with the Scheduling team to adequately staff all projects by Forecasting snd SchedulingWorks with RTA team to ensure Service level objectives are met on a daily basis by Queue Management, Break management, Exception Management, and manage escalationsDesigns and implements BPC ( Business Process Continuity ) and disaster recoveryCreates reports to meet requirement of Operations/ Management / other departments.Determines long-term headcount & staffing requirements (by Capacity Planning / Ramp up Planning)Participates in strategic business planningLeads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local lawsQualifications
Must have atleast 1 year experience as a Workforce Management Supervisor in a standard call center settingMust have background/experience in handling Real Time Analysts, Schedulers and Capacity PlannersMust have knowledge of Workforce Management Software, CMS, IEX Thorough knowledge of Microsoft Office applicationsMust have good at communication & comprehensionProgramming skills/ Web development skills are desirableMust be amenable to work on-site at Waltermart, MuñozMust be open to graveyard shift