CWFM

Job Description:

We are seeking an experienced Centralized Workforce Management Analyst to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement.

Key Responsibilities:

• Manage the daily operations and maintenance of the global Workforce Management system, ensuring system stability and reliability.

• Forecast business volume for the next three, six, and twelve months, and plan staffing and scheduling based on the forecasted volume.

• Monitor staffing status in real-time and provide feedback to the operations team as needed.

• Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume.

• Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment.

• Collaborate with operations teams to forecast volume trends, staffing, and scheduling.

• Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies.

• Analyze business needs, develop system optimization plans, and drive implementation.

• Collect user feedback, conduct system performance analysis, and propose improvements.

• Participate in the design and testing of new features to ensure system functionality meets business needs.

• Develop and maintain system operation procedures and documentation.

Qualifications:

• Full-time Bachelor’s degree or above.

• Minimum of 5 years of relevant work experience, with preference for management experience in a call center.

• Strong incoming volume forecasting ability and deep understanding of cyclical work preferred.

• Advanced MS Excel skills required; Microsoft Access or other database and forecasting skills preferred.

• Solid knowledge of Erlang C formula and its application.

• Excellent communication skills, attention to detail, and ability to multitask.

• Excellent English communication skills, both spoken and written.

• Global project management experience is a plus.

• Familiarity with data analysis tools and technologies is a plus.