Role Responsibilities:

• Completed at least 2yrs in college; bachelor's degree is an advantage.

• At least 3 years of solid experience in workforce management with recent focus on forecasting for complex and dynamic programs in an in-house or BPO company

• At least 1-year Lead RTA experience

• Has experience in supervising or managing a team

• With experience in forecasting and scheduling

• Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus).

• Has background and familiarization how contact services operations work

• Advanced knowledge in analytical tools such as Tableau, Power BI, Advanced Excel (VBA), and SQL querying on AWS/Azure data platform. Preferred knowledge of data programming (Python, R)

• Experience in handling Twilio CRM

Role Profile:

• Lead and oversee real-time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions.

• Develop strategies to drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals

• Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed

• Build and maintain strong relationships with key stakeholders from all sites

• Able to communicate effectively to all internal and external customers through written and verbal communication

• Always seek to understand, solve the problems and be critical in thinking

• Build and sustain positive relationship with all

• Organize and able to plan sensibly towards achieving the goals and targets set

• Adaptive towards any changes and influence other to be the same for company’s better performances

• Can perform as an Individual Contributor when needed

• Lead the development of forecasting models (mid & short term) and manage capacity planning for all communication channels. (i.e Inbound call, email, live chat, and social media)

• Analyze and monitor impact and trends of volume, AHT and shrinkage on staffing requirement by vertical, LOB, queues, and agents’ skillsets

• Analyze and monitor workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for ongoing historical trend analysis and forecasting purposes and resource planning

• Create data models to determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistently achievement of SLA goals.

• Design different shifts for the sites and make schedule plan ensuring no violation of local labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.

• Be responsible for monitoring operational performance for sites to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.

• Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. Make suggestions for corrections to any issues during daily/weekly review

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Please refer to job description.