Workforce Management Leader

Gear Inc is seeking a Workforce Management Lead to join our BPO team located in Bangkok, Thailand. We invite talented individuals from all countries to apply for this position.

Description

• Experience in Resource Planning with good understanding and balancing of effective scheduling, planning and seat allocation based on interval pattern on a daily, weekly and monthly basis

• Able to analyze trends and patterns on volume injection to accurately forecast potential need in class requisition, proactive suggestion on schedule improvements or adjustment, including staffing requirements, long-term planning, and staffing strategies which covers shrinkage projection

• Good knowledge in data trends and patterns in schedule adherence and identify behavioral trends that impacts operational performance overall

• Continuously analyze reporting, staffing, and scheduling procedures for maximum efficiency.

• Establish and maintain operational reporting: Reports include but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.

• Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically.

• Lead staffing review meetings with management including Capacity Planning, assess performance and identify risks.

• Coach, train, and evaluate Workforce Management Team members.

• Manage workforce team to ensure service level standards are consistently met.

• Oversee intraday management of real-time scheduling and workload management to meet service-level requirements.

Requirement 

• 4 years relevant experience as Workforce Planner and Scheduler

• At least 1 year experience as leader of any team size

• Planning and Organizational skills

• Ability to work under pressure

• Attention to detail

• Good understanding of effective scheduling, planning and seat planning

• Commitment to ownership and accountability

• Analytical skills on data trends, volume patterns and forecasting of potential class requisition based on client requirements

• Strong knowledge in Capacity Planning 

• Strong negotiation, analytical, commercial awareness and problem-solving skills

• Well-developed technical skills, MS Office products and Call Center technologies

• Excellent verbal and written communication skills

• Willing to work shifting hours, weekends and public holidays.

Benefits: 

• Work permit & Visa are sponsored by company

• Airfare for relocation sponsored by company

• Performance review: yearly

• Healthcare Insurance in BKK (After probation)

• Accommodation allowance: 1st month after relocation

• Annual leave: 6 days (Thailand labor law)

• Public Holidays in Thailand

• Candidate's home country Independence Day

Working Location: Must be located in, or willing to relocate to Bangkok, Thailand