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Cs Resource Planner

1 month ago

กรงเทพมหานคร, Thailand DHL Full time

Execute Workforce Management (WFM) (including the operation of the WFM tools for forecasting, scheduling and tracking of staffing for the contact center as well as backline) and service excellence programs assigned by the CS Development manager
- Prepare reports and assist survey results (Mystery Shopper & Customer Satisfaction & NPA etc.) for presentation to management
- To be highly proficient (i.e., Super-User) with DHL’s chosen tool for Workforce Management (WFM) to create accurate forecasts and schedules that will enable CS management teams (FL & BL) to realize the service level and other KPI targets
- Plan, monitor and adjust staffing in the Contact Centre schedules against actual call arrival patterns to minimize over or under-staffing situations
- Obtain advance information on upcoming marketing campaigns from MKT / SLS in order to determine call volume estimations
- Interact with IT about IT aspects of the Customer Service Centre e.g. in relation to the Workforce Management tool; and with ACD vendors on the ACD functionalities and reporting system etc.
- Interact with the country HR department on employee requirements based on data analysis in the WFM tool, and in relation to actual and forecasted call / work volumes
- Bachelor Degree or Higher in Business Analytics or related field
- Fluent in English (Both of Written & Spoken)
- 2 years experience in a related capacity, preferably with hands-on experience in workforce management systems in a contact center environment
- Analytical skills
- Good in master of data, Excel / Access