公司名： 某知名英商个人金融[Consumer Banking/Consumer finance(如汽车金融或分期付款公司)]
职位名(中文)： 电话银行 - 资源筹划主任
职位名(英文)： Capacity Planning Officer, Teleservice
工作地： 深圳
工作内容：
Scope Of Role:
角色范围:
The primary purpose of this position is to deal with day-today tasks related to capacity planning, resource forecasting, call traffic monitoring to enable optimal performance at contact centre
此职位之主要目的是处理电话银行中心的日常资源筹划,预测及监察电话流量以达到资源配合及部门绩效上最理想的效果。
Key Responsibilities/Challenges:
主要职责:
Capacity Planning
1. To prepare data to fit into the capacity planning model/workforce management tool in order to identify the least resource required.
2. To help ensure effective management of call forecasting, trend analysis, scheduling and capacity planning activities.
3. Work closely with the performance analyst on scheduling the training for the CSR.
4. Adjust the forecast and staff scheduling in a timely manner when required.
5. To monitor the call traffic and resource in a timely manner to ensure appropriate resources are being allocated
6. To work closely with hotlines managers/supervisors/team leaders to review the real time call volume and agent performance
7. To adjust the skill level of the CSR to support the service standard when appropriate
8. To alert the hotline managers/supervisors/team leaders on the queue length and urge them to make all CSR at “ready” mode.
9. To alert CSR to be at “ready “mode when they have already been at non-SCD mode for a long time.
10. Assist to review the VDN and skill setting (system settings) of various hotlines to ensure the setting cope with the business model.
11. To work out the training plan for DB and coordinate with OL for training arrangement.
其他技能和要求：
学士学历,
Selection Criteria:
挑选准则:
1. Bachelor graduate or above
2. Supervisory role experience is preferable
3. Good command of both oral & written English
4. Proficiency in computer usage with solid knowledge for Excess / Access
5. Sensitive on figures / data with strong analytical skill
6. Be Creative
7. Strong interpersonal and communication skills
8. Aggressive, able to work under pressure, and with high team spirit