Operations Support Workforce Management
บันทึกงานนี้และจัดระเบียบการค้นหาของคุณ
สร้างบัญชีฟรีเพื่อบันทึกงาน สร้างการแจ้งเตือน และกลับมาที่รายการนี้จากแดชบอร์ดของคุณ
เมื่อดำเนินการต่อ แสดงว่าคุณยอมรับ ข้อกำหนด & นโยบายความเป็นส่วนตัว.
Job Description
Temporary Agent Supervision & Shift Management
• Create and maintain shift rosters, tracking daily attendance and break adherence to maintain continuous operational coverage.
• Oversee day-to-day activities of temporary agents, providing real-time operational support, task distribution, and process compliance guidance.
• Dynamically adjust shift allocations and queue routing during volume spikes or absenteeism to prevent bottlenecks and ensure SLA compliance.
• Monitor key performance metrics, compiling regular summary reports and actionable operational insights for leadership.
• Lead the onboarding of agents through workflow briefings and conduct ongoing targeted coaching to address performance gaps. Operational Task Support
• Monitor incoming cases related to users' issues or problems during product/feature usage. Identify, triage, and escalate issues as needed to ensure timely resolution.
• Monitor and manage routine tasks related to supporting the loan product. Requirements
• Prior experience in operations support, customer service, or a related field (loan / financial products experience preferred)
• Proven ability to manage scheduling, workforce rosters, and performance reporting metrics.
• Analytical and problem-solving skills
• Excellent communication and coordination skills
• Ability to create clear, structured documentation (SOPs, process guides)
• Ability to adapt and work cross-functionally
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