Customer Operations, Workforce Management

Deskripsi Pekerjaan :

Analyze the regional direction and gain information from BI, Marketing in order to create a proper schedule that accommodates all the company’s need

Create schedule (for L1 & L2 CS) and monitor changes to schedule, in order to ensure adequate daily resource coverage

Forecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverage

Inform CS Team related to applied policies and standards, in order to ensure CS Team understand and comply with performance standards and policies to achieve the specified company’s goals

Create, compile, and report, all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales Force

Persyaratan:

Min. Bachelor's Degree in any major

Min. 2 years of working experience in related field (experiencing in WFM such as forecasting and Scheduling would be an advantage)

Good with numbers and data interpretation

Able to use a statistical approach on data storytelling

Able to provide and develop reporting or dashboards from scratch

Should be excellent in Excel / Should be decent in excel for other roles

Understand Customer Service SLA metrics