ocation: Bangkok, Thailand (1)
Job description:
Manage Workforce Teams from different sites/Geo
Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks
Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements
Prepare in-depth reports to be used across the center
Perform real-time workforce management, directly supervising a team of real time analysts and schedulers. Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in real-time, and historically
Serve as the Subject Matter Expert representing the business regarding queue management, and Workforce Management. Assure successful implementation of new business; Assist business partners during implementations to make staffing and process adjustments.
Establish and maintain operational reporting. Assure accurate and timely distribution to key stakeholders in the CareCentrix organization. Reports include, but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.
Coach, train, and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources
